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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three we record calls for quality and training purposes thanks thank you for calling british gas this is [pii] how can i assist you [usr] sorry [sys] i'm asking i said my name is how can i assist you [usr] right ok i i have an appointment with your diner right people to come on tuesday to repair my toilet assistant [sys] go ok [usr] can you mister scattergood [sys] the line is breaking up what are you what are you saying [usr] i have an appointment with your diner rid plumbers [sys] you [usr] for [sys] said you were crazy [usr] tuesday can you tell the people in the back to be quiet [sys] they they are also on call [usr] ok can you can you put the phone nearer to your mouth cos i'm all i'm getting is people shouting [sys] back [usr] i have [sys] the [usr] an appointment [sys] phone [usr] ii i have an appointment with your diner people on tuesday [sys] let's give him my ok [usr] and we'd to cancel that appointment [sys] ok can you give me the postcode please [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [pii] [usr] [pii] [sys] [pii] ok and the door number please [usr] 01392824 [sys] sorry the door number [usr] pardon [sys] the house number [usr] no house number [pii] [sys] [pii] and your name please [usr] category [pii] [sys] please you say perfect i'll cancel that up for you ok [usr] ok ca can you send me a notification that you've canceled please [sys] no we can't send a notification that we cancel it [usr] why not [sys] because you get a text message when the appointment's booked but you won't get one if the appointment's canceled [usr] can you send me a text and that it's been canceled [sys] no this is an inbound call center [usr] email call center [sys] sure inbound we have it's a call [usr] in [pii] [sys] center [usr] right [sys] we don't [usr] ok [sys] text [usr] how do we know then that how do we know that it's been canceled then [sys] i just canceled it [usr] ok [sys] you won't get any calls or nobody will attend on the day and then you'll know it's canceled [usr] ok all right thank you [sys] ok enjoy your [usr] bye [sys] day [usr] bye bye [sys] bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes the current wait time is approximately 57 minutes [usr] the current wait time is 57 minutes i'm not [sys] thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year [pii] speaking how can i help [usr] hi i've got an appointment with you tomorrow that i need to cancel [sys] sure is it a chargeable job [usr] it was just a quote to it was we got we had a blocked drain just [sys] bye [usr] a quote to get that cleared [sys] what's the postcode [usr] [pii] [sys] [pii] and what's the address [usr] [pii] [sys] i've got the wrong post code i think i've got [pii] [pii] [pii] and what name is it [usr] [pii] [sys] i i think i found you and it was what house number sorry [usr] [pii] [sys] i've got it ok i'll get that canceled down for you [usr] lovely thank you [sys] take care bye now [usr] cheers bye [sys] bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three [usr] cool thank you [sys] did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes morning thank you for calling [pii] speaking how can i help [usr] hi i've got we've got an existing booking that's due this morning but it's for our office but we've come in this morning our toilets been unblocked i'm assuming the cleaners did it overnight we we don't need the call [sys] right [usr] out anymore [sys] right ok what's the post code it was booked under [usr] it's [pii] five [pii] [sys] see if i can find it bear with [usr] i [sys] me [usr] was gonna say i have got a booking reference if that's any [sys] i should be able to find it from the post code bear with me the it's extremely busy this morning the system is going quite slow [usr] ohh no i know that feeling [sys] very slow [usr] it's friday it's 10 minutes to go home [sys] i i know i certainly know how that feels hm come on the system i think bear with me i don't know what it's doing i don't think it knows what it's doing to be honest with you i think it's crashed on me bear with me let me try that let me try that again no it's cracking again what is wrong with it bear with me i'm just gonna have to close it down and reload it one second [usr] sure [sys] it just keeps hanging on me all right let's try again here we go and what's what's your full name [usr] it was my name's [pii] but i think it was booked under it was booked under [pii] [sys] and just for protection i don't suppose the contact telephone number we were given [usr] it [sys] i don't [usr] should [sys] know if [usr] have [sys] it's too [usr] been [sys] off [usr] [pii] [pii] [sys] that's what i've got right let's get that canceled then [usr] sorry about that i just i come in this [sys] no [usr] morning and [sys] not [usr] i was [sys] at all [usr] ohh it's unlocked i'm assuming [sys] ohh [usr] the [sys] that's [usr] cleaner's [sys] good [usr] done it we did try and do it yesterday but we we couldn't do it and we were we'll just get someone in it'll be easier but they're obviously a [sys] and i say little did you had an expert already there bear with me it's going [usr] the [sys] slow [usr] car [sys] again i hope this is not what today's gonna be with the system my god [usr] it's not a good sign at 10 past nine [sys] no [usr] it [sys] it's not at all not at all [usr] i just gonna go through that's what [sys] come on [usr] understand [sys] ok sorry about this it just come on [usr] right and then the backdrop [sys] it doesn't it it really doesn't it i don't ohh hang on i might might have done it now finally there we go that's canceled for you [usr] lovely thank you much [sys] i was really worried [usr] bye [sys] cos the thing is the engineer could turn up any moment do what i mean [usr] i know [sys] get it canceled [usr] that's the thing i got in i was no they're booked from eight o'clock till one i better get in quick [sys] i know exactly but that's all canceled for you ok [usr] that's brilliant thank you much [sys] no problem take [usr] thank [sys] care now [usr] you and [sys] thanks [usr] you take care [sys] bye [usr] i know

1Cancellation

[sys] good morning how can i help [usr] good morning it's new market tennis club i was talking to a lady about 10 minutes ago and arranged [sys] that [usr] for [sys] was [usr] to [sys] myself [usr] come it was can we cancel it we've just i've just spoken to her and she's leaving [sys] ok [usr] in two months time she's just leaving the flat and [sys] right [usr] we're pretty certain that it would inconvenience her from the previous estimate we we thought it'd be best if we leave it for a couple of months and then when we haven't got a tenant in it won't matter how long it takes or how inconvenient it is [sys] no that's fine obviously i did leave you a voicemail just explaining that we don't cover the c b nine area the c b eight area from where we are and [usr] right [sys] that is a different dino branch i could give you that number if you wanted just for a case in future you do need [usr] yes [sys] someone to come [usr] cause [sys] out for [usr] we'll [sys] that [usr] definitely [sys] toilet [usr] ok fire away [sys] ok it's 1638 double [pii] 124 [usr] that's his number that's the number i dialed i thought [sys] no this one is the branch [usr] right ok [sys] [pii] [usr] right ok thank you very much and [sys] not a problem at all [usr] we've we've canceled it anyway we won't have to pay that £175 [sys] no [usr] right [sys] no [usr] ok [sys] no no [usr] all right we'll be in touch with him later on when she leaves thanks very [sys] all [usr] much [sys] right lovely no problem [usr] thank you bye [sys] thank you bye bye [usr] bye

1Cancellation

[sys] thank you for calling down the road press one for drains or two for accounts told our operators know you're waiting hello down the road [usr] hello i i spoke to you earlier on i booked someone to come out on wednesday to [pii] [sys] yes [usr] i don't need it now [sys] ohh right ok just bear [usr] right [sys] with me let me just [pii] eh what was the name again sir please [usr] [pii] [sys] ok sir thanks for calling i'll get that [usr] lovely [sys] canceled off thank [usr] cheers [sys] you thank [usr] thanks [sys] you bye [usr] bye [sys] bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] brush your teeth get your water bottle as well hello hi can you [sys] hello [usr] hear me hi i've got a booking for today but i need to cancel it if it was i didn't get a text cos i didn't get a text cos someone didn't turn [sys] ok [usr] up yesterday and they were rebooking for this morning but i just need to cancel it cos somebody ended up coming last night [sys] ok was it a chargeable job or under home care [usr] home care [sys] all right let me put you through cause you've come through on the chargeable job line just bear with me [usr] 00 sorry sorry it was chargeable sorry i thought you said something else [sys] it is a chargeable charge right what's the post code [usr] [pii] [pii] [sys] and what's the address [usr] [pii] [sys] and what name is it [usr] it's under my name [pii] [sys] ok did we attend last night did you say [usr] not not from you whoever i spoke [sys] all [usr] to [sys] right [usr] yesterday recommended a different company and they ended up coming [sys] right i think you spoke to somebody this morning was it at just after eight about canceling the job [usr] that was i i did that on on an online chat but nobody responded [sys] it's been done [usr] it has it's been [sys] it's [usr] canceled [sys] been done [usr] all right right thank you very much then ok [sys] thanks [usr] bye [sys] bye [usr] bye

1Cancellation

[sys] thank you for calling [pii] covering [pii] [pii] [pii] and [pii] to book in the unblocking of a drain or arrange a cctv of a drain please press one for an update on your clearance booking or to reschedule an existing appointment press two to [pii] [usr] hi there i need to cancel an appointment please on the fourth of october sorry ninth of october between one and six and the name [sys] what's [usr] is [pii] [sys] your post code [usr] [pii] [sys] let me have a look you want to cancel that that's absolutely fine i'll cancel that off for you now alright thank you very much bye bye [usr] thank you thank you very much bye

1Cancellation

[sys] thank you for calling diner rod partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online or chat to our advisors online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor good morning my name is can i get influences [usr] yes good morning yesterday i booked an appointment because all the drains toilets and everything were blocked but this morning it's all cleared away i need to cancel the appointment please [sys] ok right and what's your postal code please [usr] [pii] [sys] [pii] and the the address of the property please [usr] it's 21 fresh ood way [sys] ok i'm gonna put him on book for today [usr] yes [sys] try and have a look i will cancel the visit then for you [usr] that's great thank [sys] and [usr] you [sys] then if you do need this give us a call and we'll book another visit for you [usr] yes no that's great thank you for your help [sys] that's no problem at all [usr] thank [sys] thanks [usr] you [sys] for letting us know thank you bye [usr] bye [sys] bye thanks

1Cancellation

[sys] thank you for calling dino rod partners with british gas [usr] hm [sys] please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three we record calls for quality and training purposes the current wait time is approximately six minutes thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hi and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes [usr] which ok you too bye what a special event this really has come over the years that continued to grow in here and they say we we mentioned such a nice [sys] want to save [usr] for [sys] a few £100 a year on your energy bills ask us how a hive thermostat [usr] bit [sys] could [usr] of [sys] help [usr] a just for talking [sys] if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not [usr] is what you [sys] at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too [usr] over three yes it's yes [sys] on a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bills [usr] time [sys] think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit hello you're through to british gas you're speaking with [pii] how can i help [usr] are [sys] you [usr] they [sys] today [usr] hello hello [sys] hello there sir how can i help you you're through to british gas speaking with [pii] [usr] i was hoping to get through to [pii] [sys] right ok and what is it that we can help with today sir [usr] well i've just had your engineer down to do my annual boiler servicing and i did tell british gas that i had a a leaking tap in the kitchen i i assumed that the engineer would be doing it then he informed me no he doesn't do that i'll have to get on to dying the rod that's what i'm doing [sys] no of course [usr] pardon [sys] no of course i am very sorry about that sir could i just take your postcode and house number [usr] it's [pii] [pii] [sys] number not a problem sir and could i just take the full name on the account please [usr] i think it says [pii] or [pii] [sys] no worries and then the first line of the address if you wouldn't mind sir [usr] [pii] [sys] fantastic sir give me one moment [usr] do you want my home [sys] no [usr] care number [sys] i have managed to load the account here i can see that you've got home care three with us that'll cover your boiler and controls your central heating system and then your plumbing and drains you said you had a leaking tap in the kitchen how bad is it leaking sir is it dripping is it gushing [usr] well it it drips it it drips it just drips but [sys] no [usr] it drives me [sys] of [usr] mad [sys] course sir let me see you got it [usr] and you're losing water but it's just [sys] and does it drip [usr] drip [sys] into [usr] drip [sys] the plug [usr] drip [sys] also [usr] it dr drips [sys] you're [usr] into [sys] right ok [usr] the sink the thing is what i do is i run the hot tap and then that stops the the pipe from the coal tap [sys] right [usr] dripping for whatever reason i don't know [sys] no worries let me get this booked in for you now sir [usr] am i covered [sys] you are [usr] for [sys] sir [usr] that [sys] you are you have flaming and drains cover i am very sorry though it is very busy in your area sir and the next day we can get someone out is monday the second of october no it will be it [usr] sorry i'm just sorry i'm making a note here [sys] no [usr] and looking [sys] worries [usr] in my [sys] sir [usr] diary right what [sys] monday [usr] date was that [sys] the second [usr] october monday the second monday the second i'm just trying to think monday the second what does my wife do on a monday what would be an alternative date the nearest after a tuesday or a thursday [sys] a tuesday [usr] is always [sys] or a thursday [usr] good for me [sys] let me have a look if i've got a tuesday or thursday sir ok second i've got tuesday the 10th sir [usr] tuesday the 10th tuesday the 10th hold on just on tuesday [sys] i've got a time [usr] the 10th [sys] slot between one and six sir is [usr] that [sys] that ok [usr] would be [sys] for [usr] good [sys] you [usr] one and six yes let me see yes all right between one old 6 [sys] no [usr] p.m. dying abroad i know right i know it's not a big job because i had it once before and my son did it for me i could do it but my wife [sys] right [usr] won't let me touch it cos i'm she [sys] right [usr] said i'm hopeless [sys] i do have [usr] i break [sys] a excess payment on the account [usr] but [sys] sir [usr] it [sys] we would need to preauthorization the payment however the payment wouldn't be taken from your account until the engineer has completed the job [usr] i have i have two spare plug things that are for that tap that i've got the parts that are needed for replacement which are brand new and in a box with that [sys] unfortunately [usr] apply [sys] not sir [usr] the [sys] i am [usr] cost [sys] very sorry it is just for the completed repair that's what the £60 [usr] -huh [sys] is for it brings your annual cost down but you pay that towards each completed repair [usr] ok well i'll leave [sys] right [usr] it because i'll [sys] not [usr] get [sys] a problem [usr] my son [sys] i do [usr] in [sys] apologize [usr] law to do [sys] about [usr] it [sys] that mr [usr] i'm not really covered for [sys] you are [usr] it [sys] covered sir [usr] an [sys] but [usr] added [sys] it is [usr] cost [sys] you would need to pay the excess now if the engineer was to come out and he was he wasn't able to fix your tap for you you wouldn't be charged the excess but adding the excess sir it is just the option to [usr] no [sys] bring the monthly an annual cost down for the home care and then you pay that towards each completed repair [usr] -huh [sys] that's [usr] but [sys] correct [usr] it still [sys] sir [usr] cost [sys] for [usr] me [sys] each [usr] 60 [sys] completed [usr] quid [sys] repair [usr] no i won't bother i'll i'll get my son-in-law he'll come over and do it it's only a 10 fif it's only a 10 or 15 minute job and i have the spare part because he did it before and he ordered me an extra couple of hot and cold washer [sys] no of [usr] these [sys] course [usr] plug things [sys] no [usr] i don't know what you [sys] no [usr] i'll [sys] worries [usr] cancel [sys] sir thank [usr] that [sys] you for your time [usr] i'll cancel that [sys] no worries goodbye now [usr] ok thank you bye bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] here at how can i help [usr] morning ringing to see if i can cancel a booking or reservation i made online last night i've got the booking number or booking reference [sys] that shouldn't be a problem what are the numbers it's dywo [usr] dywo and then 348 99929 [sys] have a look and what's the first line of the address [usr] [pii] [sys] ok and just confirm the contact telephone number the job was booked with [usr] [pii] [sys] ok great that's fine we've closed that down now for you that's not a problem at all is there anything else i can help you with [usr] no that's great thanks very much [sys] thank you much for your time have a nice day [usr] cheers mate bye bye

1Cancellation

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you've reached [pii] how can i help you today [usr] hi i have an appointment this morning but i just need to cancel it if that's all right [sys] no worries can i take your postcode please [usr] yes [pii] [sys] and that's [pii] [usr] it is that's right [sys] and that's all i'll cancel it for you now [usr] lovely thanks for your help [sys] no worries have a nice day [usr] and you cheers take care [sys] bye bye

1Cancellation

[sys] thank [usr] ok [sys] you for calling [pii] [usr] she's [sys] in [pii] [usr] gotta cancel this [sys] [pii] [usr] month [sys] [pii] and [usr] they can't [sys] [pii] [usr] go out today [sys] to book in the unblocking of [usr] she's [sys] a [usr] got [sys] drain or arrange [usr] got that [sys] a cctv of a drain [usr] i [sys] please [usr] mean to be work [sys] press one [usr] and when the accountant's not in and back is are down [sys] good morning [usr] to [sys] [pii] [usr] i'm er hello i spoke to you about a property [sys] i'm [usr] on [pii] [sys] not sure if that was me [usr] do you ok you were gonna book someone in provisionally [sys] but [usr] today but you didn't know if it would be today [sys] all right ok [usr] i've managed [sys] that's fine [usr] to get in with somebody else [sys] what was your post code [usr] it's [pii] [pii] [sys] that's fine i haven't had anything put on the system for you yet if it does come on then i'll cancel it off all right no worries bye bye [usr] you bye bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] hello can you hear me ok [sys] loud and clear how can [usr] ohh [sys] i help [usr] say that that's what [sys] no i can't [usr] that [sys] hear [usr] is [sys] you sorry [usr] i made an appointment yesterday for somebody to come out on monday and i want to cancel that i no [sys] ok [usr] longer [sys] that sounds [usr] have an [sys] good [usr] issue [sys] what's the post code [usr] [pii] [pii] [sys] ok no problem and er first line of your address and your name please [usr] is forest lodge lower mains and [sys] thank [usr] my name's [sys] you [usr] [pii] [pii] [sys] thank you very much it's been canceled for you [usr] that's great thanks ever much [sys] no worries thank you [usr] thank you bye bye [sys] cheers [usr] bye [sys] bye [usr] bye [sys] bye bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to customer service advisor we record calls for quality and training purposes hi you're speaking to how can i help [usr] ohh right mate i booked a a call out earlier i was just being being in a bit of a pain you haven't got any idea what time t a or what have you [sys] sure i've got the postcode please [usr] [pii] [sys] and the first line of the address please [usr] [pii] [sys] and mr [pii] [usr] g [pii] [sys] can i put you through to the office that gonna come out and do the job and then they should be able to give you an idea of whereabouts [usr] that'll be [sys] are [usr] fine [sys] up to [usr] that [sys] 26 [usr] cheers [sys] moment we know you're waiting and we'll be with you as soon as possible good afternoon out of hours support desk how can i help you [usr] hi there i'm on i think i'm on a call out list mate i just wondered if you any chance can give me any a eta just i can do a couple of bits [sys] i hear you properly [usr] sorry [sys] you're [usr] hello [sys] an engineer calling in [usr] no i'm no i'm a customer [sys] you're a customer is it regarding an existing job or a new job [usr] it's a new job mate let's come on [sys] new job ok are you calling are you are you a private private customer [usr] it comes through the world [sys] private private housing association channel [usr] no [sys] company [usr] private [sys] housing [usr] private it went through [sys] [pii] [usr] went through [pii] [sys] [pii] ok what's your name [usr] [pii] [sys] [pii] [usr] [pii] but they might have had it spelled as [pii] [sys] ok it's asking me who's the bill pay the home care policy [usr] no [sys] british [usr] it was mates [sys] gas cash payment [usr] a they pay up [sys] you're double payer ok and your contact number [usr] [pii] [sys] [pii] and what's the what's the property address [usr] [pii] [pii] [sys] [pii] [pii] [usr] [pii] [sys] [pii] ok one second let me just bring up is that in [pii] [usr] that's what [sys] what's the [pii] [usr] [pii] [sys] [pii] ok [pii] what's the detail of the problem [usr] er [sys] sorry [usr] a block drain [sys] blocked drain [usr] how come you how come you don't know this information already from dino rod [sys] no it's just everything just comes up new have any chemicals being used [usr] no it's just that they all blocked it [sys] nature of it should really [usr] i don't i don't get why i don't get why i don't know i will have told you this information if it's a call out [sys] ok no covid-19 issues for the property [usr] well she does call out i don't know what you're doing i don't [sys] ok [usr] get what you're doing mate i've already why don't anything about the job if i've already rung [pii] 2.5 hours ago [sys] hold on a second [usr] keep telling me that [sys] hello sorry [usr] hello [sys] for keeping you waiting i've just spoken to a colleague he said if you're chasing up the eta then you'll have to call [pii] we just take each call as it comes through [usr] you've not got you've not got this job with you yet then [sys] no no i can't see you anywhere [usr] pain [sys] you'll [usr] in the [sys] have to call that [usr] alright mate we'll cancel anything coming to my house from that address then please mate [sys] ok [usr] right [sys] thank you [usr] cheers [sys] ok [usr] man [sys] bye [usr] thank you

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care did that you can now book plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning [pii] my name is [pii] how can i help you

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi [pii] can i help [usr] hi i i think back in the in walk [sys] sorry the line's broken up again can you just say that again please [usr] right i just booked an appointment for someone to come out we just to cancel it if that's ok [sys] sure can i take the postcode please [usr] [pii] [sys] and the first line of the address please [usr] er that's number [pii] [sys] thank you mr [pii] [usr] that's it [sys] and you just wish to cancel [usr] yes please right [sys] no problem well thanks for letting us know but that's all been canceled [usr] no problem cheers mate [sys] all right thanks a lot [usr] thank [sys] bye [usr] you [sys] bye [usr] bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes good morning you're through to british gas how can i help hello hello hello

1Cancellation

[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry did that you can now book plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning [pii] talk to [pii] how can i help you [usr] can i give you a quotation number [sys] a quotation number with i don't know what you mean by that [usr] right [sys] ad y ad y number you mean is that the what he's talking about dy is it or [usr] no it's on on the let's just see if there's a [sys] hello [usr] no well i'm just looking at the i've got an estimate quotation from you here and i wanted [sys] well [usr] to speak [sys] give [usr] to [sys] me [usr] some [sys] can you give me the i need the postcode to check [usr] right [sys] that [usr] ok [sys] have you got a postcode [usr] all right here we have [pii] [sys] the first line of the address thank you [usr] of [pii] my name is mr [pii] [sys] and your name [pii] right have you got a job booked in for today [usr] yes yes the gentleman came yesterday we had a problem with a tap which he fix and when he was here he looked at the the clock and i mentioned this is the the thing that turns the water supply to the house off and i mentioned it periodically seemed to leak a bit the valve was the the nut was a bit loose when we turned it on and off but oddly i mean he put it on and off a couple of times yesterday when he was doing the job but it's not it hasn't leaked at all what i wanted to do was just to leave it i don't want don't want to come today and start doing the job if it isn't really necessary can we just leave it for the moment and i'll come [sys] do you [usr] back [sys] want just [usr] to [sys] can cancel [usr] back to you and let [sys] the job ok no problem i'll cancel [usr] sorry to [sys] the [usr] mess [sys] job [usr] you about [sys] then [usr] but [sys] that's ok it's all right no problem thanks for letting us [usr] if [sys] know [usr] you [sys] anyway [usr] count all right thank you very [sys] no [usr] much ok [sys] thanks [usr] bye bye [sys] for letting us know thank [usr] ok [sys] you very much [usr] bye [sys] cheers [usr] bye bye [sys] thank you bye now

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you did that you can now book drainage services online in a easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote dino gas li speaking how can i help [usr] hello [sys] hello [usr] hello there i just called you before a couple couple of minutes ago and [sys] ok [usr] i have a problem and you have appointed me you have made an appointment with with the company and the company just called me and tell me that they will not send an engineer just to give us a and he told us he give me some prices for [sys] ok [usr] for joint problem it will be only cost money this and i say just to call again not i will speak again can you check maybe what is what is going on because i couldn't really understand to be honest [sys] ok well if if the it it will be the local office that that if they said they can't attend then obviously if they said why ok let me have [usr] they [sys] a look what [usr] told [sys] what's [usr] me [sys] your post code [usr] it's [pii] [pii] [sys] it's [pii] [usr] [pii] [pii] [sys] and the address [usr] [pii] and the [pii] [sys] and what's your name [usr] it's [pii] [sys] i'm just having a look at the notes now [usr] ok [sys] ok they've said that they've rang you and advised the payment way but did you ask if you could pay by bank transfer [usr] i told him for [sys] they [usr] bank transfer he [sys] they can't [usr] tell me [sys] do [usr] they don't [sys] that [usr] take bank transfer the reason i'm asking because for the flood is responsible the the agency i've i've i've rent the flat property if they told me if they if they give you a just tell me the amount because the landlord [sys] right [usr] is going to pay [sys] if [usr] about this [sys] if [usr] and that's why i [sys] we [usr] told [sys] can't [usr] them about [sys] set up [usr] the bank [sys] a job [usr] transfer [sys] then in your name if it's a landlord that's paying the landlord needs to ring us [usr] no i i will pay about them [sys] right [usr] the [sys] ok [usr] loan is going to pay me [sys] therefore [usr] that's why i'm [sys] it's [usr] i'm i'm [sys] it [usr] telling [sys] would either [usr] you [sys] be cash or a debit card payment only [usr] ok they told me about the ok i maybe i will fix this i will just call the company but they told me about the price because they tell me that if it's only it will be 170 £75 [sys] ok [usr] and if it's something else then there will be more charges [sys] i'll put you through [usr] can [sys] to [usr] you explain [sys] them and they [usr] me about [sys] they [usr] this [sys] can [usr] what [sys] explain [usr] is this exactly [sys] it to you if you just bear with me [usr] ok [sys] thank you for calling dinero glasgow please listen to all of the following four options before making your selection please press option one for plumbing issues please press option two for drainage issues please press option three for a car good afternoon down the road [pii] speaking hi there you're through to [pii] [usr] good afternoon i i'm just calling because [sys] we're we're [usr] are [sys] -huh based in [pii] [usr] you are you sorry ok that's ok perfect i told you before because i have a same problem with my flat and i just have an appointment on monday and the company called me and tell me that there are many different of of fixing this problem they told me that if it's only joint problem it will be cost about £175 plus and if it's something else it will cost more i don't ii i didn't understand exactly what was what what was [sys] ok [usr] about [sys] what's the [usr] the [sys] postcode [usr] other [sys] there [usr] the [sys] please [usr] the other problems g 20 [sys] ok you were given two prices if it's [usr] ee [sys] the only if it's a if it's a shared drain to the property which is a possibility because it is a flat it's 100 and 70 for the first hour and then £60 for every half hour after that to unblock for you if it's just the drain affecting the flat it's 100 and £70 and both are just direct to your engineer cash credit or debit card [usr] ok there is only one company that is doing this one because the company only takes [sys] well i'm [usr] cash [sys] sure [usr] and [sys] there'll [usr] debit [sys] be other [usr] card [sys] companies [usr] and i don't [sys] out [usr] have [sys] there but unfortunately [usr] debit card [sys] we [usr] or [sys] do [usr] cash [sys] only take cash or card i'm afraid and we would need someone on site with payment [usr] ok because you told me that if the engineer come to the flat they will give me a and then they will take the offer or not [sys] no [usr] and [sys] we [usr] they [sys] don't [usr] tell [sys] do that [usr] me [sys] i'm [usr] that [sys] afraid [usr] there is no no way of doing [sys] we [usr] this [sys] don't [usr] one [sys] do that i'm afraid we quote [usr] if [sys] over [usr] the engineer [sys] the phone [usr] comes there we have [sys] and [usr] to [sys] then obviously if you're looking for the engineer to attend then he would come out to do the work with the intention of unblocking for you that's why we quote over the phone first [usr] but just to explain the games it's it's it's a restraint problem it's [sys] £170 [usr] for one hour £170.75 [sys] for the first hour and if it's shared [usr] pounds [sys] 1 70 for the first hour and then 60 for every half hour after that [usr] and if it's here it's [sys] if it's shared it's 1 70 for [usr] how [sys] the first [usr] much [sys] hour [usr] are you certainly [sys] and [usr] selling [sys] then [usr] us [sys] 60 [usr] only [sys] for every half hour after that ok we've canceled it all for you just now if you're [usr] ok [sys] looking to [usr] that's [sys] book [usr] fine [sys] it then certainly just give us a call [usr] right [sys] back [usr] right [sys] on the [pii] number ok thank you bye [usr] ok that's fine

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi speaking to [pii] how can i help [usr] hello i we just phoned you a few minutes ago it missus [pii] here mister [pii] phoned you and we made arrangements for for me to come and look at the at the drainage but can you cancel it for now [sys] can [usr] please [sys] i just take your postcode please [usr] [pii] [sys] and the first line of your address please [usr] at [pii] [pii] [sys] it [usr] alright [sys] was mister [pii] [usr] you mister and i said can you cancel it please [sys] no problem [usr] thank [sys] that's [usr] you [sys] all canceled [usr] much [sys] now thanks for letting us know [usr] you [sys] bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clips visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year [usr] well you can't even come within a week [sys] good morning welcome to dining you're speaking to [pii] how may i help [usr] well yesterday i made an appointment er to come in and block my train but i did make it for a week hence but i couldn't wait that long and i had to get somebody who did it yesterday i want to cancel the appointment [sys] that's no problem at all what's the post code [usr] [pii] [sys] ud and the house number [usr] [pii] [sys] and and what's the name on the job what would be your [usr] [pii] [sys] name well wait no let's just have a look for you i'm sorry to hear that things got worse [usr] well it didn't get worse it just what needed doing and they came right away to see i couldn't wait a week [sys] bye ok just loading that for you thank you and we can look to get that canceled down [usr] they were coming next wednesday [sys] that's it the 27th of september you're right that's next wednesday isn't it what was the first line of the address there for me [usr] [pii] [sys] that's right we can get that canceled down for you that's not a problem [usr] thank you very much indeed [sys] all right [usr] thank [sys] i'm just canceling [usr] you [sys] it you might receive a text message just saying that you'll probably receive a text [usr] pardon [sys] message just confirming it's canceled if you have [usr] at [sys] your mobile [usr] you [sys] number you [usr] thank [sys] didn't you didn't [usr] you that's [sys] give your [usr] fine [sys] mobile did you no it [usr] no [sys] it's definitely [usr] i don't have [sys] canceled [usr] a mobile [sys] don't worry about [usr] no [sys] that all right thank you [usr] thanks [sys] cheers [usr] ever [sys] bye [usr] much [sys] bye bye [usr] thank you bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] speaking how can i help [usr] hello this is [pii] i had an appointment with you for some come back to tomorrow i can cancel that [sys] sure what's the post code please [usr] postcode [pii] [pii] [sys] yep ok and the first line of the address [usr] need some mil cottage [sys] and what name was it booked in sorry [usr] er [pii] [sys] ok no worries i'll cancel that for you now thank you for letting us know [usr] thank you very much [sys] take care bye bye [usr] thanks bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's did that you can now book plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're speaking to [pii] at dina can i help [usr] hello i'm i manage a property in [pii] i have a leaking cistern and a downstairs toilet the house is unoccupied and i i would someone to come and look at and fix it urgently please [sys] sure can i take the postcode where the property [usr] certainly [sys] is [usr] the postcode is [pii] [sys] and the first line of the address [usr] [pii] [sys] please ok [usr] let me spell it out for you w [sys] i'm sorry sir [usr] [pii] [sys] no it's ok i couldn't [usr] you [sys] say it [usr] see it ok [sys] can i just check you said you were the managing agent [usr] that's right [sys] thank you can i take your name [usr] my [sys] please [usr] name is [pii] [sys] ok [usr] i've tried i've tried looking around for the bloody stop clock i no no bloody idea where it is i asked the neighbor and the neigh the neighbor is not somebody who lives in the house it's the same house it it's i don't know i i think it's quite a it'd be quite a simple one to fix i suspect it would be pretty simple there's a there's a little pipe thing connecting the system to the loo and for somebody that's got a hole in it i'm just having the house cleaned and it's just come up that this is that this has this has happened [sys] ok [usr] i mean i'm getting a gas check done [sys] can [usr] on [sys] i take [usr] ja on [sys] the [usr] january the fourth but that's too long i can't wait obviously sorry go on [sys] can i take the best phone number for you please [usr] of this one do you want me [sys] do [usr] to [sys] where it doesn't show up i'm afraid [usr] no problem just bear with me for a second it's it's my phone number is [pii] [pii] [pii] [sys] ok i'm sorry did you say it's a fresh water leak [usr] it's a water leak [sys] and it is fresh water ok it's just i have to check because it does make a difference about which guys come out the drainage or the plumbing what will happen is that the plumbers will call when they're on their way [usr] ok [sys] they'll come round and do an inspection [usr] ok [sys] once they get there they can obviously give you a price to do the job [usr] ok [sys] as long as you're happy with it then they'll just get on with it and then it's a cash or card payment to them [usr] no [sys] when they're finished [usr] no that's fine what time frame do you think [sys] it should be between now and six [usr] ok fine no problem but will they let me know when they're [sys] all [usr] on their [sys] right [usr] way will they send me a message [sys] they should call when they're on the way [usr] all right that's fine thanks very much ok [sys] all [usr] thanks [sys] right [usr] bye [sys] that's [usr] bye [sys] a lot that's a lot bye bye

1Cancellation

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello there good morning you through to sales speaking how can i help [usr] hello my name is [pii] i booked an appointment for a visit on thursday can i cancel that please [sys] what's the post code [usr] it is ex can i've got the number reference number [sys] ok [usr] it's dy wo 348 0809 sorry it's my dad's old house i couldn't remember the postcode [sys] what's your name [usr] it's [pii] [pii] [sys] and the first line of the address [usr] it's [pii] [sys] thank you that's canceled [usr] lovely [sys] thank you very much [usr] all done all right thank you [sys] well [usr] goodbye [sys] done thank you bye bye [usr] ok bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy did that you can now book plumbing services online in a few easy clicks visit dino dot com details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to talk how can i help you [usr] hello there yes i've got my my my cover with you through british gas i've got a problem with my shower it's not what i thought it was i thought it was to do the pipe but somebody said to me it's to do with the booster the booster pump [sys] right right [usr] may [sys] showers [usr] have got [sys] aren't [usr] lot [sys] covered on the [usr] sorry [sys] hello [usr] carry on [sys] showers aren't covered on the contract are you aware of that [usr] but this is what i've been told before but you in you installed them and you installed the you installed the booster pump which is the which is the problem here [sys] ok give me the postcode of your property thank you [usr] yes ex 329 pd think it [sys] and [usr] may [sys] the [usr] be [sys] first [usr] something [sys] line of the [usr] the fuse has gone on it or something i i don't know something's [sys] bye [usr] gone on it ex 329 [sys] right the [usr] pd [sys] the first line of the address thank you [usr] yes 11 copy gate [sys] is it [pii] [usr] yes it is [sys] right ok someone came out in july is that the same as she [usr] no [sys] no that was canceled [usr] no no one came no no somebody british gas came at my central heating but no one came from [pii] [sys] ok you said [pii] leaking from the hose that's is that the same issue again [usr] no it it apparently someone someone's had a look at it and in my house who's a a fellow [sys] right sorry [usr] who's got a bit of [sys] to [usr] bit [sys] sorry [usr] of a bit [sys] to [usr] of [sys] interrupt [usr] a bit of understanding [sys] you [pii] [usr] but he's saying no it's your pump it's nothing to do with your hose [sys] right ok you've you've got cover though with british gas yes [usr] i've got a cover with british gas [sys] right ok i need you've come through to the on demand team you need to speak to the british gas team just one minute i'll put you through there now [usr] but they're only gonna pass me through to you because a booster pump for the shower is is a is a it was installed by dina rod [sys] dyna rod are part of british gas that's what i'm saying that is what that is i this is unless you're paying for the work [usr] hm [sys] this is what you've come through to where you pay for the work and on demand job now if you are are you not covered for this with with [usr] well [sys] brit with [usr] this [sys] dinah [usr] is what's [sys] rod [usr] got to be looked at because you installed that pump if it's if it's gone wrong now or it needs replacing whatever i'm coming to you [sys] i i [usr] to [sys] know [usr] get [sys] that's what [usr] i mean [sys] i'm saying [usr] it it [sys] but you're not listening to me missus [pii] this is i'm part i work for [pii] who are part of british gas [usr] yes [sys] now i can book a job in but you'd have to pay for it [usr] right [sys] unless [usr] it's got [sys] you're [usr] to be booked through [sys] unless [usr] british gas first [sys] sorry [usr] you're saying it's gotta be booked through british gas first [sys] if you've got if you're covered if you're covered on [usr] yes [sys] the policy [usr] yes [sys] then you would not have to pay for it if i book it in on our system [usr] i'm [sys] you'd [usr] with [sys] have [usr] you dear [sys] to pay for it [usr] i've [sys] i don't [usr] got [sys] i don't [usr] your dear [sys] want you to be do you do you think you're covered for this [usr] well i'll have a look on the policy iii i think because the thing is if you install something and it it goes wrong then obviously if i've [sys] i understand [usr] a cover plan [sys] that but [usr] with [sys] what [usr] you [sys] i'm [usr] i expect [sys] trying to [usr] expect [sys] what [usr] you come [sys] i'm trying [usr] and [sys] to [usr] have [sys] establish [usr] a look at it sorry [sys] what i'm trying to establish did you pay did you pay for the booster last time the pump last time [usr] i [sys] do [usr] paid [sys] you remember [usr] for i paid i i had the policy of british gas it covered my plumbing as well [sys] ok ok you've never made a one off payment for an on demand job no [usr] no [sys] ok right ok that should be covered then if you've not made i don't know why they put you through to here i'm sorry about this you've been messed about [usr] ok don't [sys] well [usr] worry you're [sys] ok [usr] you're you're gonna put me through to british gas to check the cover [sys] well it it it's british gas who who are who are your policies with [usr] yes [sys] they they should be able to book you on with [usr] yes [sys] on your contract which is dino rod through british gas are you with me ok i'll put you back through sorry about this just say you [usr] ok [sys] you've never you've never paid ok sorry about this ok [usr] ok [sys] hello [usr] hello is that british gas [sys] hello yes [usr] hello [sys] this is [usr] yes i've [sys] how [usr] been [sys] can i assist [usr] with yes [sys] you [usr] i've got i've got a p a policy with you and it [sys] yes [usr] also covers my plumbing through dino rod and [sys] ok [usr] i come through to you to get something booked here because what happened was through you diner rod put in a pump to boost my showers and one of the shows the the the the pressure's g gone down very low and i thought it might be the hose but somebody else who's a fellow who's got a lot more knowledge about stuff than me looked at it he said it's not that it's gonna be your p your booster it's it's blown a fuse or something they need to come out and have a look at it [sys] can i have [usr] this [sys] your home [usr] is [sys] care number [usr] sorry [sys] can i have your home care policy number [usr] i'm sorry i haven't got it to hand at the moment can you look at it to see it through my address [sys] ok [usr] 11 [sys] what's your house number [usr] c 11 copy [pii] ex 329 pd [sys] is it ex three and [usr] 329 pd [sys] 329 pd ok please bear with me a second please confirm your full name [usr] [pii] [sys] and your date of birth [usr] 13th of march 1963 [sys] alright take your time ok yes you do have the plumbing and trains you stated that they installed the part was [usr] yes [sys] it a pump [usr] i thought i thought it it might be the hose on the shower somewhere but i did ring you before about it but a lodger in my house a fella who's got got a bit more understanding of this thing he said it's not that it's it and he and he said then he said i think it's your pump that boosts your shower ok it was installed by dina [pii] and he said it could be could have blown a fuse or something he said er you'll have to get them to come out and have a look at it that's what i think it is it that it's the it's the booster that was put in for the that was put in to boost the showers [sys] ok [usr] can [sys] when was that [usr] you er can you it was some years ago now [sys] because now we do not install we don't include showers in their parts under the plumbing and drains cover [usr] you don't include [sys] the showers in the pots are not included [usr] but it's not part of a shower it's not part of the shower [sys] but you do not have blockage you do not have leakage [usr] but i don't know if it's a block or a leak [sys] because you need to find out if it's a leak or there's a blockage then i can book an appointment for you [usr] well i don't know do i if [sys] van [usr] i'm a lay person all i know is it's not working [sys] what's not working [usr] you're asking me to diagnose the problem i can't diagnose the problem i'm not an engineer [sys] i'm also not an engineer i need to book an appointment on my end i need to state on the appointment [usr] i appreciate [sys] what's [usr] that my [sys] around [usr] dear but i i appreciate that my dear but the thing is i don't know under what's covered and what's not covered whether my problem is covered or not until someone looks at it [sys] the only thing that's covered under the plumbing and drain cover it's blockage and leakage [usr] right of what [sys] of your toilets your sink your taps [usr] right [sys] and your taps [usr] ok [sys] yes [usr] toilet sink and taps [sys] yes [usr] ok [sys] yes that's [usr] ok [sys] the only things [usr] right [sys] that are covered [usr] ok then you then it needs to be booked out as as a job to look at the what's wrong i think you have to book it as a as a as a separate job don't you [sys] nope we need to book it under your account that's why i'm asking you these questions that we know what's wrong if there is a blockage on your toilet then i have to state that on the appointment [usr] well [sys] that the [usr] it's not a blocked toilet no it's not a blocked toilet and it's not a leak from my sink [sys] then what is it the only thing that is covered under your plumbing and pains is blockage and leach [usr] you see what what was installed was something separate in my in my airing cupboard above my immersion an actual booster pump for the shower ok it was completely separate to my showers being installed but it was done through dy rod british gas the thing is if it's not under what's covered in the policy then [pii] say yes they can come to account but you've got to look at it but you've got to book it as a separate job that's out out of the policy [sys] yes i can book a diner job but under the diner job the only thing that is covered is leakage and blockage and we have to state what is the problem [usr] ok well i can't tell you what's wrong until he looks at it but clearly [sys] but [usr] it's not anything to do with the sink leak and it's not anything to do with the toilet being blocked [sys] then under plumbing we can't book an appointment we need to know what's wrong in order for us to book an appointment for an engineer to come over [usr] well i've just told you it's something wrong with the pump [sys] is that part [usr] with the [sys] of [usr] booster [sys] the central [usr] pump [sys] heating because all i know the pump is part of the central heating not the [usr] well i [sys] job [usr] don't know i mean this is not my job this is not my job to know this [sys] but [usr] i mean [sys] you need [usr] i think [sys] to [usr] you [sys] know [usr] need to have a conversation with [pii] cos [pii] has put [sys] ok [usr] me back through to you it's booked in as the correct job [sys] if it's the pump [usr] but [sys] i think [usr] if you [sys] it's [usr] don't [sys] the central [usr] know [sys] heating not not dino rod is it affecting the heating and hot [usr] you [sys] water [usr] think it's part of the central heating [sys] yes if it's the [usr] well it's to do with boosting the hot water through the showers [sys] but showers are not included under your policy [usr] i know that but it's not the shower it's the pump that pumps the water to the shower [sys] can you kindly hold on the line for me let me speak to one of the support guys because [usr] can you go [sys] i can't [usr] and check please thank you thank you [sys] british gas is an inclusive company for all we're proud that our workforce reflects the diversity of the customers that we serve we operate a zero tolerance policy towards abuse of our employees who have the right to terminate any customer call if they receive abuse of any nature please offer our employees the same respect they offer you you can book your annual service appointment in our new app in just four taps wherever you are whenever you search for the british gas app on apple store or google play we know how important your home is if your boiler breaks you can book a repair on our website in under a minute visit british gas dot co dot uk or search brita gas [usr] ok [sys] hello yes [usr] hello [sys] thank you much for holding the line for me when they installed [usr] ok [sys] when they installed the pump did you pay for it [usr] yes [sys] yes that is not included under the under the policy [usr] well you pay for everything that's installed by british gas [sys] you pay for it [usr] when you have your new boiler you pay for your boiler [sys] ii [usr] and then it's covered by [sys] i [usr] british gas when it breaks down [sys] i do understand that but it was still under the warranty you said it was years back right [usr] well it was but the thing is what i tried to say to you is it isn't working i need somebody to come out and check what's [sys] it's [usr] wrong [sys] not [usr] with [sys] included [usr] it [sys] under the plumbing and drains cover [usr] do what i'm gonna do i'm gonna cancel all my policies with you because it doesn't matter what it is you don't cover nothing [sys] we do cover stuff but [usr] you [sys] that [usr] don't [sys] is not [usr] really [sys] covered [usr] you don't you you you you charge a vast amount of money every single year to people and they don't have to use the cover most [sys] they [usr] of [sys] do [usr] the time [sys] use the cover [usr] and very occasionally when they have me to use the cover half the time they're not [sys] they [usr] covered [sys] are covered [usr] i mean you pay a vast vast amount of money out to british gas [sys] but [usr] for [sys] but [usr] these policies [sys] you need to read your contract and you need to know what's included and what's not included [usr] i'm not interested my dear don't point out to me read your contract because that just sounds read your contract we've stuffed you and we know it but just read your contract cos you've got no rights now that is not the british gas that i've known for years and years you are a poor representative here of british gas in [sys] but [usr] what you're [sys] you [usr] saying [sys] need to know what's included [usr] the thing is [sys] and what's not included [usr] i know but what i'm gonna cancel this policy it cost me an arm and a leg nothing is ever covered on it nothing is ever covered [sys] your [usr] on this [sys] boiler [usr] policy [sys] is covered [usr] it's just ridic it's a waste of money it costs me hundreds and hundreds of pounds every year and and i get nothing back from it and and now i have got a serious problem i can't get you in to look at it i'm gonna have to call a plumber because if i call a plumber somewhere they come and look at it cos i've got a plumbing problem [sys] it's not included under your policy [usr] i'm not interested it should be because you're providing a service to your customers it's about their central heating and their hot water and their boilers and everything if it isn't [sys] but [usr] covered [sys] when [usr] it should [sys] you took [usr] be [sys] out cover they told you what's included and what's not included [usr] i'm not interested love it should be a policy that covers all of it cos it costs much damn money every year it should cos of all the years you pay into it where you don't call anybody out it's just a waste of money i'm not [sys] you've [usr] doing [sys] never had [usr] it anymore [sys] call outs since you take you took the cover [usr] i'm i'm i'm telling you that that she never it's just not worth having it it's not worth having it you pay hundreds and hundreds and hundreds of pounds a year out for these policies they're not worth having might as well just call a plumber when you need one because you half the time i can't do that i can't do it and this was not what british gas used to be british gas is now falling down and down and down in the ranks to the bottom because dino [pii] has let you down for years ok british gas used to be good and [sys] aye [usr] [pii] were your weak arm er a bunch of cowboys most of the time i've had two floods in my house because of work done by [pii] shoddy work done by [pii] this is this is the point i'm making [pii] let you down but the thing is british gas is falling down now as well british gas always used to be really good but with a weak dina [pii] on but now all of it is weak all of it is weak it's quite shocking it used to be a trusted brand i can't see it as being a trusted brand anymore if if during your association with [pii] you installed something in my house i expect when you sell me a an insurance policy that that will be covered within it [sys] it's not cupboard [usr] you see what i'm saying to you [sys] hello [usr] hello hello i'm sorry i i'm just finding you really unhelpful [sys] all right [usr] i'm [sys] then [usr] gonna end the [sys] thank [usr] call now [sys] you [usr] ok and i'm i'm gonna cancel the policy and hopefully if more people cancel their policy she'll improve your service because if i was giving british gas a aaa service rating at the moment it would be zero [sys] thank you bye bye [usr] ok

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to talk to how can i help you [usr] good morning i have a booking for tomorrow afternoon that i'd to cancel please [sys] no problem at all can you give me the sorry just one sec can you give me the postcode thank you [usr] of course it's [pii] [pii] [sys] first line of the address thank you [usr] who's [pii] [sys] missus [pii] is it [usr] correct [sys] ok thanks for letting us know missus may have you had the problem resolved [usr] we can't find our external drain and we're gonna try and uncover that before we get anyone out [sys] ok no no problem thanks for letting us know i hope [usr] all [sys] you get it [usr] right [sys] sorted [usr] thank [sys] thank [usr] you [sys] you very much [usr] all right [sys] cheers [usr] bye bye bye [sys] thank you bye now

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi good evening you're through to my name is how can i help you today [usr] hello we we made a booking today for [pii] [pii] [pii] [sys] sorry just give me one second i'll take that postcode again what's the postcode sorry [usr] [pii] [sys] the first line of the address [usr] [pii] [sys] thank you and can you confirm the name and the telephone number on the booking please [usr] it's [pii] and it's [pii] [sys] how can i help you today [pii] how can i help you today [usr] sorry could i could i cancel the the [sys] i can [usr] job [sys] get [usr] please [sys] on please ok cheers thanks for [usr] it's [sys] your call enjoy your evening bye [usr] ok thank you sir bye

1Cancellation

[sys] thank you for calling diner rod partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online or chat to our advisors online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor please hold good morning thank you for calling speaking help [usr] good morning i i've got you guys booked to come out today but my drains have cannot cleared now i was just [sys] you just need to cancel [usr] please [sys] it do you no problem can i start by taking the post code if [usr] sure [sys] you don't mind [usr] pr 45 f h but [sys] and i just have to take your full name [usr] go and pick up [sys] thank you [pii] and if i could just take the first line of the address [usr] 25 green gate [sys] and just for security if you don't mind can i also take your landline telephone number [usr] one double 72614 200 [sys] brilliant right let me get that canceled for you yep there you go [pii] that's all canceled [usr] all [sys] for [usr] sorted [sys] you [usr] all right thanks very much for your time cheers thank you [sys] that's [usr] take [sys] ok [usr] care [sys] take [usr] thank you bye [sys] care [usr] bye bye [sys] bye

1Cancellation

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy did that you can now book plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record [usr] and [sys] calls for quality and training [usr] ohh [sys] purposes [usr] i [sys] hi you're through to i know how can i help [usr] i've i've got an appointment please [sys] sorry i can't hear you [usr] i i've got an appointment booked through british gas i'm trying to find when exactly the engineers come in or not [sys] ok let me pop you through to the british gas plumbing and drains team they'll be able to access your booking and advise ok [usr] ok thank you [sys] thank you thank you for calling british gas you are through to the home servicing team my name is [pii] how can i help you [usr] hi we've had an engineer come out today and i've just [sys] ok [usr] had another text message regarding another booking i'm just making sure it's not today because we've left [sys] ok what is your home care number i can have a look [usr] i've not got my home care number but i've got the dy number that was text to me [sys] ok rather provide me with your post code please [usr] [pii] [sys] and what's the door number [usr] 39 [sys] i couldn't get that [usr] it's [pii] [sys] [pii] [usr] hey [sys] ok ok thank you please confirm your full name [usr] [pii] [sys] thank you hold the line for me sir ok just a moment [usr] i car open [sys] hello [usr] hello [sys] there is an appointment scheduled today an all day slot which is scheduled today should i cancel it [usr] no the a gentleman came out and said we needed a special part [sys] yes [usr] and then it wouldn't he said he was gonna get the special part and then it would be at least a few days before they got the [sys] yes [usr] part [sys] that's the that [usr] someone [sys] that's the process if an engineer books a part it normally takes about five working days for you to for us to receive the part and then the engineer will give you a call to book an appointment i'm not quite sure [usr] right [sys] the the scheduled appointment for today what is this for is it for a different job [usr] right we had someone come out today after it was scheduled they've said we need a specific part ok [sys] yes [usr] and then i've had another text message saying your appointment is scheduled for today as if it's another one [sys] what [usr] but [sys] else [usr] a gentleman's already been out already an engineer's already [sys] been [usr] been out [sys] out i'm gonna cancel this one as soon as the engineer has the part he will give you a call to book an appointment for you [usr] but the engineer himself said it will be it won't be him it will be someone else [sys] i understand sir but you're still [usr] right [sys] gonna receive a call [usr] ok [sys] advising you that we need to book an appointment the part has arrived an engineer will be sent out to come and finish off the job [usr] right [sys] [pii] [usr] ok can you see can you see our dino rob number with the [sys] say that [usr] we've [sys] again [usr] got [sys] sir [usr] a dino we've got a dino reference number [sys] what is the reference number [usr] is dy dash w zero [sys] ok yes [usr] dash 371 [sys] huh [usr] 68484 [sys] at four ok it's the same this one is the same appointment the the sorry the reference number that you just read now is it for the engineer that just left now [usr] i've i've no idea i've only i've only been send one reference [sys] ok [usr] number all all that's happened is the guy come out and then i've received another text as if someone else is coming to date [sys] no sir ignore that text you should be receiving a call now an appointment after a few days to book you an appointment once [usr] bye [sys] the part has arrived that text is no [usr] right [sys] because the engineer [usr] but i have [sys] is there [usr] with i have with i have received another text i got after the guy left i got another text saying your engineer's due to come today [sys] no [usr] that's [sys] sir [usr] why i've [sys] that's [usr] called [sys] what i'm saying ignore the text that you received after the engineer left because the only text or call you should receive now is when the part has arrived and for them to come and finish off the job the one that you received [usr] ok [sys] once he's [usr] well [sys] left [usr] iw i wouldn't know that ok [sys] hence i'm advising you sir to ignore that one the next available slot an engineer will have to once only once the party has arrived and then he'll give you a ring a ring to book an appointment because it takes about [usr] ok [sys] five working days [usr] all right thank you much [sys] all right [usr] alright thanks [sys] alright take care [usr] thank you [sys] hello [usr] bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello my name is how can i help you today [usr] yes this is a mrs [pii] i have an appointment made for someone to come see a drink on wednesday it's just to let i have to cancel it i'm not gonna [sys] no [usr] be here [sys] worries no worries can i take your post code i'll i'll [usr] it's [sys] do that for you now [usr] it's [pii] [sys] do you want to reschedule the appointment [usr] no [sys] or [usr] not [sys] do you [usr] at [sys] want [usr] this [sys] to [usr] point [sys] cancel it right ok no worries let me just find that on the screen then bear with me and can i take the first line of the address [usr] it's [pii] [sys] and am i speaking to [pii] [usr] that that's correct [sys] is the appointment on the 11th between eight and six you wanna cancel that's fine [usr] yes [sys] let me just [usr] that's right [sys] do that and the reason for the cancellation [usr] it's just that i'm not gonna be around that day [sys] right ok no worries that's fine i i'll cancel that for you now [usr] that's lovely thank you [sys] no thank you bye [usr] bye bye [sys] bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes gas go wait and then take a name please [usr] hi can i give you my booking reference [sys] ok what's the call in relation to [usr] i booked a call out for tomorrow but i don't need it anymore [sys] ok is it for plumbing electrics [usr] to [sys] or [usr] plumbing [sys] central [usr] and blocking [sys] heater [usr] unblocking a toilet [sys] ok if i can take the booking [usr] ok [sys] reference [usr] it's dy w 00 i'm not sure 3537106 [sys] ok thank you very much and can you confirm the [usr] [pii] [sys] address of the property there please thank you very much i'm just gonna bring up the information [pii] thank you very much right i've got the appointment booked [usr] yes [sys] in [usr] please [sys] for the afternoon [usr] i don't [sys] did [usr] need [sys] you just want [usr] it anymore [sys] me to cancel the appointment [usr] yes please [sys] thank you for letting [usr] i [sys] us know [usr] will [sys] if you [usr] i [sys] do [usr] will [sys] have [usr] thank [sys] any issues [usr] you [sys] again just give us a call we can reinstate [usr] you [sys] the appointment [usr] too bye bye [sys] ok have a good night bye

1Cancellation

[sys] hello [pii] [usr] hi i have an appointment for an engineer to come out today i want to cancel it [sys] no problem what's your postcode [usr] it's [pii] [pii] [sys] [pii] and what was your name [usr] the phone number also is the more [sys] right no problem i'll get that canceled for you now [usr] all right thank you [sys] all right thanks bye

1Cancellation

[sys] hello [usr] good morning i've got an appointment with you tomorrow morning to come and look at a problem but it seems to have resolved itself now [sys] ok [usr] i need to cancel please [sys] that's not a problem what's your postcode please [usr] it's [pii] [pii] [sys] [pii] [usr] [pii] [sys] thank you and the first line of your address please [usr] [pii] [sys] thank you ok no problem i'll get that canceled thank you for letting us know [usr] brilliant no worries thank you [sys] thank you bye [usr] thanks bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to how can i help [usr] hi there i just wanted to cancel a booking that i've got for the 20th of september [sys] no problem have you got a reference number or the post code [usr] postcode [pii] bravo [pii] [sys] and the first line of address [usr] [pii] [sys] thank you no problem i can for you now thank you for letting us know [usr] thank you bye [sys] take care bye

1Cancellation

[sys] thank you for calling dino [pii] partnered with british gas [usr] part of [sys] please [usr] british gas [sys] listen to the options carefully we can [usr] said [sys] get [usr] if i [sys] you [usr] have [sys] to the [usr] insurance [sys] right team [usr] with but you [sys] if [usr] know [sys] you need any help [usr] they [sys] with [usr] would [sys] a drainage [usr] have [sys] problem press one if you require our plumbing services press two or if you have an [usr] right [sys] existing [usr] on [sys] home care policy it's three [usr] because you can have it [sys] i'm sorry i didn't get anything if [usr] what [sys] you need [usr] this [sys] any help with [usr] right [sys] a drainage problem press one if you require our plumbing services press two or [usr] plus [sys] if you have [usr] two [sys] an existing home care did that you can now book plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] what's that i didn't [sys] we [usr] use it [sys] record calls for quality and training purposes [usr] i think god hello hello [sys] hello [usr] hi dear i i've got an appointment with you on wednesday between [sys] yes [usr] eight and one and i'd to cancel it [sys] ok no problem what's the postcode thank [usr] [pii] [sys] you [usr] 3d for [pii] [pii] for brother [sys] [pii] hang on a minute [pii] [usr] d for [pii] [pii] for brother [sys] and the first line of the address thank you sorry what's the first part of that postcode [usr] [pii] [pii] [sys] no the first part [usr] [pii] [sys] [pii] [usr] [pii] [sys] right ok [usr] 3d for [pii] [pii] for brother people [sys] and the first line of the address [usr] 118 [sys] thanks and your name [usr] [pii] [sys] [pii] [usr] that's me [sys] ok [usr] thank you [sys] have you had the work have you had the work done by [usr] yes [sys] somebody else [usr] yes [sys] or [usr] we did [sys] ok thanks for letting us know [pii] [usr] ok [sys] i'll cancel [usr] you bye [sys] that job now [usr] bye [sys] thank you have a nice day thank [usr] bye bye thank you [sys] you

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello my name is how can i help you today [usr] yes this is a mrs [pii] i have an appointment made for someone to come see a drink on wednesday it's just to let i have to cancel it i'm not gonna [sys] no [usr] be here [sys] worries no worries can i take your post code i'll i'll [usr] it's [sys] do that for you now [usr] it's [pii] [sys] do you want to reschedule the appointment [usr] no [sys] or [usr] not [sys] do you [usr] at [sys] want [usr] this [sys] to [usr] point [sys] cancel it right ok no worries let me just find that on the screen then bear with me and can i take the first line of the address [usr] it's [pii] [sys] and am i speaking to [pii] [usr] that that's correct [sys] is the appointment on the 11th between eight and six you wanna cancel that's fine [usr] yes [sys] let me just [usr] that's right [sys] do that and the reason for the cancellation [usr] it's just that i'm not gonna be around that day [sys] right ok no worries that's fine i i'll cancel that for you now [usr] that's lovely thank you [sys] no thank you bye [usr] bye bye [sys] bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred [usr] wait [sys] to a customer service advisor we record calls for quality and training purposes good evening you're through to my name is how can i help [usr] hello [sys] you today [usr] good evening my name is missus [pii] i phoned up yesterday for one of your chaps to come to unblock my drains the the drains have er sorted themselves out now i don't need to call anybody out thank you [sys] what's the postcode please [usr] it's [pii] [sys] and the first line of the address please [usr] it's [pii] [sys] thank you and can you confirm your telephone number for me [usr] yes it's [pii] [sys] thank you i'll get that canceled down for you is that ok [usr] that is fine we've canceled it now my darling thank you [sys] take care bye [usr] thank you have a good evening bye bye [sys] bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] i think [sys] mister [pii] my name is [pii] how can i help [usr] hello there i've got an appointment booked for wednesday for someone to come out but i just need to cancel it [sys] bear with me a quick second what is the of the property please [usr] it's bravo 31 four echo papa [sys] what's the first line of the address [usr] [pii] [sys] right no worries that's been canceled for you now [usr] ok then it's alright the problems sorted now i just thought i'd give you a ring [sys] no [usr] alright [sys] worries [usr] cheers [sys] cheers take [usr] mate bye [sys] care [usr] bye [sys] bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're through to at how can i help [usr] yes hello [pii] i called i thought one of your engineers was meant to come round today the plumbing [sys] right ok [usr] or the drainage or [sys] and [usr] whatever one of them was [sys] and [usr] mean [sys] did [usr] to [sys] you book [usr] comedy [sys] it through the british gas home care or is it through [usr] and i did call [sys] er [usr] directly i think [sys] ohh is it ok i'll i can have a check for you what's your post code [usr] sd 45 hr [sys] s [pii] [pii] [usr] yes 45 [sys] 45 [usr] hr [sys] hr r and what's the first line of your address [usr] [pii] [sys] right i'm not getting anything on that's st [pii] j sorry jr as in hr [usr] no [sys] for [usr] sd [sys] some reason [usr] 45 hr [sys] five hr [usr] yes [sys] ok number 67 did you say i was in my [usr] [pii] [sys] 67 right ok this is with the british gas home care right [usr] that that there was one book for with british gas on care but i booked another one [sys] right ok [usr] i will [sys] all [usr] plan [sys] right [usr] before [sys] yes [usr] that [sys] that one was how come you've got one for british gas and 11 demand [usr] yes because i there [sys] yes [usr] are other things that british guys don't do [sys] don't don't do right ok yes you're right absolutely i'm just having a look it says in here job completion try to contact customer don't touch me ok what it says in there that they've tried to contact you [usr] when somebody called me i think friday or saturday and told me that they're coming today and i said yes we're here we're here all day and we've been here all day we we work from home we are here [sys] it says in here that phone call [usr] i don't know how [sys] was [usr] they tried to contact [sys] from [usr] me [sys] eight [usr] because [sys] o'clock [usr] they ca they spoke to me i think two days ago and told me that they're coming we [sys] right [usr] work from home we are always here [sys] yes [usr] i [sys] yes [usr] mean even british staff was here today we're waiting for this person to turn up and nothing [sys] it says in there that they tried to call you this morning at eight [usr] they don't need to call me they don't need to call me they call me already and confirm it [sys] and what they [usr] they [sys] do [usr] call [sys] is [usr] me to i said they call me on friday [sys] what they [usr] and [sys] do [usr] confirm [sys] is when they're on [usr] a man [sys] the [usr] and i said yes i'll see you then [sys] yes that was on the 29th but [usr] this [sys] what [usr] is the second time i've tried to book with with with [pii] and they they haven't turned up or maybe he did a call or something i wasn't expecting another call to be honest [sys] because some of them have a policy where they will call to confirm that you're home and then they'll come and attend now if they don't get an answer then [usr] but we're always home we are home [sys] it's their policy [usr] we work from home [sys] that's the thing it's the policy that before they visit they call just to make sure that you're there and if they don't get an answer they well they close the job at the moment they'll close the job [usr] but where did he go where did did he pass by here did he we were on the main road how did he why why would he cancel the work without [sys] because [usr] even calling without [sys] some of [usr] coming [sys] sometimes [usr] we didn't know that to your policy but i'm not [sys] sometimes [usr] gonna argue with you about your policy your policy your policy but now [sys] sometimes [usr] that i know your policy [sys] i have to but sometimes because they have to travel one hour instead of just going there they just make sure that that before they make their way to you that they call just to let that that that they're coming in now they they try to call you at eight o'clock and that's why the job is closed because they didn't get an answer and i understand what you're saying [usr] he said he he called me at eight o'clock ok i should have a missed call then it's indeed [sys] [pii] [usr] at eight [sys] [pii] it should [usr] ok [sys] be [usr] let's have a look 804 recent ok today i see a a private number here [pii] [sys] well the only thing is is we'll have to rebook another appointment and and you just have to be aware that they will call you before they before they come [usr] ok all right then which other appointment do do you have to give me [sys] right well ok i have to open up a new i just need to confirm your name what's your name and your contact number and we go ahead who's going to [usr] well [sys] be on site [usr] they're coming here tomorrow i'll see what they will say [sys] yes i'm gonna do is i'm going to rebook another appointment for you just wanted to make sure [usr] no [sys] that i [usr] no it's ok [sys] you [usr] they're [sys] don't [usr] coming here tomorrow [sys] are [usr] we'll [sys] they [usr] speak with them tomorrow [sys] that's fine [usr] yes [sys] no problem alright then ok that's fine [usr] there was something to do with the pipes on the outside which british gas doesn't deal with but when they come i'll speak with them about it then if they don't then we'll understand but thanks for giving us the heads up that they do call at eight in the morning before they come otherwise we would not have known that [sys] that's right some of them i have that policy all right ok that's fine well i hope it gets worked out for you soon [usr] yes thank [sys] take [usr] you [sys] care now bye bye [usr] bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three we record calls for quality and training purposes good afternoon you're through to [pii] what can i do for you today [usr] good afternoon i last night i paid for a diner road a clearance in my downstairs flat but i've got it done already because they your people could only come tomorrow i've already got it done i paid for it tomorrow but i did say that i might need to cancel i just wanted to get back my £79 something that i paid for it how do i do that [sys] has has it came out of your bank [usr] credit card [sys] has it came out of the bank [usr] i do i do check but it's come out of my bank [sys] we we we don't usually take the payment well we don't take the payment until after the work's been done [usr] i see [sys] it shouldn't [usr] ok [sys] have it should it shouldn't have came out of the bank but i can [usr] in [sys] i can [usr] that case [sys] go and cancel [usr] that's very true the work was only for tomorrow morning could you please cancel it [sys] no worries can i just take your postcode please [usr] [pii] [pii] [sys] perfect and what's the first line of the address [usr] the number is [pii] [sys] great thank you just [usr] it was [sys] searching [usr] supposed [sys] for your [usr] to [sys] account [usr] go out between eight and one tomorrow morning but the situation was bad i had to sort it out one way or the other and it's done now they've done it [sys] all right i'll go and cancel that for you can i just take your name please [usr] man go [sys] perfect thanks right i'm just waiting on the account loading up i can cancel that one second [usr] there is a british gas policy that i'm happy to something 7 £520 something which i'm happy to continue i just wanted only tomorrow's diner road to be canceled [sys] right no worries i'll just cancel the appointment for you [usr] right [sys] give me one second right i've canceled that there for you [usr] very good thank you much should i be watching out in my account or will it be ok will it not i don't need to check is this [sys] you don't need to check it won't come out the payment only comes out once an engineer has been out and the engineer marks the job as completed but i've canceled the job no engineer will go out anyway [usr] brilliant thank you thank you very much thank you

1Cancellation

[sys] good morning donald dr [pii] speaking how can i help [usr] good morning i'm just ringing up because you were gonna come and give me a quote today and it's [pii] and only last last night i managed to get the the drain to free i managed to get the water to run last night [sys] ok do you want to cancel your appointment [usr] pardon [sys] do you want to cancel your appointment then [usr] yes please cause [sys] no [usr] i [sys] worries what's the postcode [usr] [pii] [sys] yep [usr] [pii] [sys] [pii] and you say [pii] all right no worries i'll get that canceled off for you [usr] thank you very [sys] thank [usr] much [sys] you [usr] thank [sys] bye [usr] you bye

1Cancellation

[sys] welcome to dino east midlands please note all calls are recorded for quality and training purposes in order to help us direct your call please listen carefully to the following options if you have a drainage issue including blockages cctv surveys drain repairs or tankers please press one if you have a plumbing issue please press two if you're calling regarding a british gas call out please press one if you would to make a one off on demand booking please press two hello [pii] [usr] good morning this is mister [pii] speaking i had a an engineer plan to come out next week to do some repair work on a water leak that that happened at my property [sys] right [usr] i'd to cancel [sys] what's the postcode [usr] appointment please [pii] [sys] [pii] [usr] [pii] [sys] and we can try and get him back to you i can't guarantee call you back november november 10 0 tango whiskey i can't see [usr] yes [sys] that we've got an appointment for yourself [usr] it was one of your gentlemen that's due to do aaa repair that sorry let me explain the i had a water leak one of your guys came and did the work and had [sys] ok [usr] to make some holes in the wall and there was somebody who was [sys] lb [usr] meant that was [sys] bce [usr] meant to come back this next week to to fix the the plaster [sys] you [usr] board [sys] don't want that to go ahead ok [usr] no [sys] no worries [usr] do you [sys] i'll pass on that [usr] no [sys] information [usr] that that that [sys] no worries [usr] ok [sys] thank [usr] is that [sys] you [usr] ok

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] to tissue [sys] we record calls for quality and training purposes good evening [pii] how can i help [usr] hi i'm calling i need to book a dial plumber drainage guy to come out i haven't i've got a home here i haven't got plumbing and drains i don't think [sys] no problem i can what's the issue is it a blockage or is there a plumbing [usr] it's [sys] issue [usr] sewage backing up into my kitchen [sys] all right it's a drain blockage no problem [usr] i need it as soon as possible because i can't use the toilet either we've only got one in the property [sys] no problem how how many toilet do you have in the house [usr] one and it's and [sys] just [usr] we can't [sys] one [usr] use it because it every time [sys] ok [usr] we use [sys] no [usr] it [sys] no [usr] it's backing up into the kitchen [sys] no problem i can book as an emergency is it a residential or commercial property [usr] residential i can give you my address you'll find my home here it's just not a diner one [sys] no it's fine i just need to can i have a post code [usr] [pii] [sys] [pii] thank you you have home care covered but you it's a drainage is not covered drainage is [usr] i don't think i used to have home p three i canceled it two [sys] ok no problem can you please confirm the first line of the address for me [usr] [pii] [pii] [sys] [pii] [usr] it should be [sys] thanks [usr] [pii] or [pii] as me [sys] yes thank you number one is it a house or a flat [usr] a house [sys] thank you much can you please confirm your full name [usr] [pii] [sys] ok would you be able to spell it for me [pii] [usr] that's it the flower and then [pii] the color [sys] thank you can you please confirm your best contact number for me [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [pii] [pii] [usr] [pii] [sys] [pii] thank you and is the train is which is is it located on the front on the back of the house [usr] the back on the basement floor is a three story house and this is in the basement [sys] right is it overflowing anything coming out from the drain [usr] it was overflowing and we've managed to stop that but we [sys] ok [usr] can't use anything otherwise it starts overflowing again [sys] and you have only one toilet in the house [usr] yes [sys] ok and it's not usable [usr] no and there's sewage in my kitchen all on the floor [sys] ok ok to has anybody got any medical conditions or any vulnerabilities [usr] my daughter has a with asthma but we just won't put her in the kitchen [sys] all good thank you you will receive a text message as a confirmation that your appointment has been booked and in the next couple of hours you will engineer will call you and attend the job it is going [usr] ok [sys] to be the charges will be just one second i will confirm the price for you and it's going to be £270 [usr] 270 [sys] yes [usr] do what i'm gonna have to hang on hang on to that and see if i can find someone local a bit cheaper i can't i know i'm standing in shift but i a lot of money bear with me can you put that on hold and then i'll have to call you back and see if i can do it [sys] no problem i can cancel the job you [usr] thank you [sys] you can thank you bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas we've heard calls for quality and training purposes hello welcome be [pii] you're through to [pii] how can i help you [usr] hello there early on tonight i booked a dino rod appointment but i've managed to clear the problem i'd to cancel that appointment please [sys] did you manage to get a ad y number [usr] yes i have it's [sys] can i get it please [usr] it's dy wo 3745972 [sys] and the first line of the address [usr] [pii] [sys] postcode please sir [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] perfect ok that's canceled sir i really appreciate you letting us know [usr] thanks very much thank you

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes future dino park be [pii] speaking how may i help [usr] hello good morning i'm trying to book someone to do my drain my the sink is not draining properly i've tried everything [sys] ok do you have a home care policy [usr] no [sys] the british [usr] i don't [sys] gas no is it a property where you live [usr] is this [sys] and are you the property owner [usr] yes does it matter [sys] well because we'd need to know how we set the job up [usr] ok [sys] are you the property owner or [usr] yes i am yes [sys] all [usr] i am [sys] right [usr] yes i am [sys] ok right ok [usr] no i said yes i said i said yes and i said it doesn't matter i was just i was [sys] all [usr] curious [sys] right [usr] to know what was the reference to [sys] well [usr] it [sys] it's who we send the bill to you see who who we charge for the bill if you if [usr] i see [sys] you were the property [usr] ok [sys] owner [usr] i see ok then [sys] for 100 unblock between the hours of eight and six monday to friday is 100 and £80 if the engineer comes out and finds it's a bigger job then he would reo you while he was there [usr] well what's the standard i mean because i i've called other companies there's other companies that have a a set a standard fee just to unblock it's just a sink downstairs [sys] the standard [usr] what's the [sys] the standard work is the standard job is 100 and 80 if it's anything different he will re quote you [usr] but that's what i'm trying to say it's think about it it it what's the standard and what's i mean you could come here and say it's not a standard and then you quote me i mean you [sys] well [usr] see what [sys] that's [usr] i mean [sys] until [usr] what [sys] he gets there he doesn't [usr] what [sys] know [usr] what what [sys] that's what i'm saying until he gets there he doesn't know but we just advise you that the price starts at 100 and 80 [usr] ok you don't have a flat fee of unlocking a [sys] 100 and £80 [usr] the drain [sys] but if it's if but obviously until he gets there he doesn't know what the issue is and what's causing the issue we we can advise you that a standard job is 100 and 80 but if he gets and finds [usr] and [sys] it something [usr] if and [sys] different [usr] and and if it gets there and he and he says it more and i can't afford it and then what happens then [sys] well that's saying he'll he'll reo you and if you don't want that to be done then he won't do it [usr] i see you don't have a flat feet wow ok [sys] we do [usr] and [sys] 100 [usr] what's [sys] and [usr] the [sys] £80 [usr] earliest that [sys] sir it's only if it's a bigger job [usr] yes [sys] if if it's a bigger job [usr] but [sys] then [usr] but [sys] he [usr] you understand [sys] would no [usr] what you're saying but how do you then how what i'm trying to say is that ok what's the earliest i could have [sys] we'd [usr] an engineer [sys] have to put the job in and then i can have a look for you because as you can appreciate it is for each area the availability [usr] if if someone could do it today that would be really good because [sys] what's the postcode [usr] [pii] [sys] is that [pii] [usr] no [pii] [sys] [pii] [usr] sorry yes and then [pii] [sys] and the first line of the address [usr] it's [pii] [sys] [pii] [usr] do which gardens [sys] thank you and what name is it please [usr] [pii] [sys] is that the surname [usr] no first name second name is [pii] [sys] [pii] [usr] [pii] [sys] and what's your telephone number please [usr] [pii] [sys] is anybody vulnerable [usr] vulnerable as in i've got a baby in the house if that's classified as vulnerable [sys] are there any vulnerabilities with the baby no fine [usr] no no no no just a 11 month [sys] ok [usr] old baby [sys] and what's happening did you say what what's plot [usr] the sink downstairs [sys] it's a block [usr] is blocked [sys] sink the kitchen sink [usr] that's all kitchen sink that's what i was saying if you say the bigger job i mean because i called other companies companies that have a flat fee the reason i called you guys because your name that's known if not that's why you were saying you have to quote me i'm record me for it this kitchen sink was locked i'm [sys] if it's just a standard straightforward job it's 100 and £80 [usr] but that's what the board defines a standard straightforward job for [sys] as [usr] 100 [sys] you said [usr] and £80 [sys] a blocked [usr] that's what i'm trying to understand [sys] sink but if there's if it's blocked because you've got a collapsed drain or you've got roots in your drain or there's any underlying issues then that would be when he would have to re quote you [usr] but the the aim of me calling is for them to clear the drain that's [sys] well [usr] why [sys] this [usr] asking [sys] is but as you can appreciate you tell us it's a blocked sink that sounds as though it's a standard job but we need to make you aware if when he gets there there's underlying issues which has caused it to block and you're not going to be best pleased if we don't advise you that it may be different price but the standard job would be 100 and 80 as long as there's no underlying issues at the property that's caused it to to block then it would be 100 and £80 ok [usr] ok and then when he gets there if he's gonna report me and he's gonna cost [sys] if [usr] more [sys] you don't want any [usr] i'm [sys] if [usr] inclined [sys] you don't want [usr] to decline [sys] it done it'll only [usr] yes [sys] fine are [usr] yes [sys] you in [usr] exactly [sys] for the rest of the day [usr] i'm in but i'm off between [sys] ok [usr] two [sys] what [usr] and [sys] about [usr] three [sys] tomorrow morning [usr] no it's not gonna be possible today would be ideal because i'm i'm [sys] ok [usr] work [sys] we [usr] today [sys] can do [usr] you see [sys] today but it is gonna be any time it's up until six [usr] any time up [sys] the [usr] until [sys] engineer [usr] six [sys] calls you beforehand [usr] and and but that's why i said can you make a note that i won't be in in the house [sys] i can [usr] at [sys] i can i can but i can only request [usr] this [sys] it because the the slots are all day calls you see yep [usr] ok [sys] no problem [usr] that's that's fine [sys] and what time are you not available [usr] i'm not gonna be here between exactly two [sys] avoid [usr] o'clock [sys] 2 [usr] and [sys] to 3 [usr] 330 [sys] i thought it [usr] an [sys] was just [usr] hour and [sys] an [usr] a half [sys] hour [usr] yes [sys] sorry [usr] an hour and a half i won't be here just just just about [sys] ok [usr] an hour and a half [sys] as [usr] an hour 15 [sys] i said i can [usr] be here [sys] i can request it but it is it's not a guarantee because if he's were in the area already but he'll call you beforehand anyway ok [usr] ok sure and when he comes he he will he will have a look and then if he has to report and all that then i will [sys] ok [usr] we'll go ahead [sys] and [usr] ok [sys] then if [usr] ok [sys] once [usr] i'll speak [sys] the job [usr] to him [sys] is completed it will require payment on completion [usr] yes of course that that's that's no problem the [sys] sure [usr] main thing for me is getting it sorted i don't know if it's gonna cost more than 100 and £80 then [sys] no [usr] i have to [sys] problem [usr] cancel [sys] ok [usr] it [sys] that's all booked in for you thank you bye [usr] ok thank you very much thanks bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes the current wait time is approximately 16 minutes thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today [usr] no i mean what what was you get the table in the bottle [sys] at british gas we're hiring a new apprentice [usr] no [sys] every day until 2030 [usr] more [sys] powering the skills of the future and helping customers create greener more energy [usr] the [sys] efficient [usr] bottle [sys] homes [usr] that's bye bye i [sys] want to save a few £100 a year on your energy bills [usr] you think [sys] ask [usr] i'm [sys] us [usr] feeling [sys] how a high thermostat could help [usr] but i want about no number one is about [sys] if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not [usr] his phone going off [sys] at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too [usr] well [sys] got a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bills [usr] regard that [sys] think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit [usr] no [sys] it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date did we can cover your home electrics kitchen appliances and plumbing and drains too ask us about upgrading your cover today have you checked your carbon [usr] one [sys] monoxide alarm recently you can't smell or taste carbon monoxide it's important to make sure to test them regularly and to get your gas appliances serviced every year [usr] all 1 50,000 a day [sys] if you're not sure how to use all the controls for your central heating system just ask our engineer to talk you through them when we next visit [usr] got it [sys] freezing pipes are one of the most common causes of boiler breakdowns in winter [usr] i was on the floor [sys] the best way to prevent this from happening is to wrap insulated materials electrical heat tape or fiberglass round exposed pipes [usr] there you [sys] to [usr] go [sys] protect them if you've got a condensing boiler you can have a condensate fitted this is an insulated [usr] let [sys] pipe [usr] show it [sys] that [usr] to you [sys] stops your boiler waste pipe from freezing which is one of the most common problems for our customers just ask our advisor or one of our engineers about getting one [usr] ok [sys] thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today [usr] i to do i don't know and i said and help you and i say [sys] at british gas we're hiring a new apprentice [usr] i [sys] every [usr] them [sys] day until 2030 [usr] i [sys] powering [usr] don't listen [sys] the skills of the future and helping customers create greener more energy efficient homes [usr] the doctor said you want to come in and thank you he goes stop that he goes fucking what you about what you and i said tell me and i don't know he goes and i said probably have more money and then we're going back and then pop goes they know what i got in the business not the [sys] want to save a few £100 a year on your energy bills [usr] a [sys] ask [usr] lot [sys] us how a high thermostat could help [usr] well i got t i ok but i can answer the next thing i don't do it but i want i would i would i would have got now i i should it was you four minutes after i still sometimes but they start up for something [sys] if you have home [usr] up [sys] care [usr] to [sys] cover [usr] something [sys] for your boiler [usr] and then [sys] and we can't repair [usr] i will [sys] it [usr] tell you [sys] we'll replace it for free [usr] it's [sys] if [usr] that [sys] it's under [usr] one [sys] seven years old whether we installed it or not [usr] it's booked for two minutes and that's where i was in the street having a drink in the game they were good and the night i say well you can go that way opposite [sys] at [usr] you [sys] british [usr] got [sys] gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can [usr] don't [sys] rely [usr] worry [sys] on [usr] about [sys] us tomorrow too [usr] no one is that it is maybe ok he's a bullet 98 it is not more [sys] a boiler that's over 10 years old a new energy efficient boiler could [usr] tell polly tell wy why i've got the name [pii] [sys] how can i help [usr] i [sys] i now [usr] i've been here tonight [sys] yes i can [usr] ok it's [pii] calling from the iron monkey [sys] hi [usr] hi i'm i i made a call about 25 minutes ago to get somebody out for emergency [sys] ok [usr] but my bdm has told me that i need to cancel it because they've sent somebody from the brewery today [sys] ok do you have the reference number of the job at all [usr] let me have a look on on my text message just bear with me one second [sys] no problem thank you [usr] 3611229 [sys] i i'm sorry i apologize i do apologize can you repeat that again [usr] you what sorry [sys] can you repeat one more time sir [usr] 3611 229 [sys] thank you three plumbers at this job [usr] you what sorry [sys] [pii] [usr] sorry mate i can't hear you what [sys] it's [usr] did you [sys] two [usr] say [sys] laps [usr] again [sys] in the background was it for a plumber ok [usr] i need to cancel it cause the brewery are sending somebody out i don't know whether it's what works another one of your guys or anything but they just told me i need to cancel what i've just ordered [sys] ok [usr] you me [sys] one moment sir i'll find [usr] thank [sys] it [usr] you [sys] and cancel that for you [usr] thank you not it can be done no no [sys] i find you but i'll get that canceled for you sir [usr] thank [sys] ok [usr] you very much ok see you mate bye [sys] no problem [usr] bye [sys] thank you bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes hello you're through to how can i help [usr] i just booked a appointment but i don't need it anymore can i cancel [sys] what's [usr] it please [sys] the appointment regarding [usr] it was a a block train [sys] sorry say again [usr] it was a blocked train [sys] right ok what's the postcode there [usr] [pii] [sys] and their name and address [usr] it's [pii] [pii] [sys] booked in for the 10th [usr] for wednesday [sys] yep that's fine i've got it do you want me to cancel that out [usr] yes please [sys] all right mister [pii] that's all done [usr] great thank you very much [sys] all right thank you bye [usr] right

1Cancellation

[sys] hello how can i help [usr] i had a a job to be carried on tomorrow and i would to cancel it please [sys] what's your post code [usr] [pii] [pii] [pii] [pii] [sys] you want it to be canceled was that sorry [usr] i would to cancel [sys] that's fine i get that done for you [usr] thank you very much love nice [sys] thanks [usr] of you [sys] bye [usr] thank you bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press two or if you have any did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're speaking to how can i help [usr] good morning to you i have an appointment for someone to give me a quote for a plumbing job on friday [sys] ok [usr] i'd to cancel that please [sys] sure can i take your postcode please [usr] [pii] [sys] ok and the first line of your address please [usr] [pii] [pii] [sys] mr [pii] [usr] that's me [sys] thank you shower pump and installation and you just wish to cancel [usr] i'd to cancel that please that was the 29th [sys] no problem [usr] all day i just couldn't wait all day over there i'd to cancel that please [sys] no that's fine [usr] ok no [sys] well thanks for [usr] will [sys] letting [usr] call [sys] us know [usr] them [sys] but that's all been canceled [usr] ok [sys] no it's all done all right then [usr] thank you thank you bye [sys] thanks a lot bye bye

1Cancellation

[sys] thank you [usr] you [sys] for [usr] don't [sys] calling [usr] want [sys] dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes british gas speaking how can i help [usr] hi there i just need to cancel a plumber's visit because i managed to diagnose and fix the issue myself [sys] no problem [usr] it's for [sys] what's the post [usr] ho [sys] code [usr] hotel papa 13 [pii] and [sys] and [usr] it's [sys] the [usr] number [sys] address please [usr] [pii] but if it happens again i'll call british gas but for the time being it looks all fine [sys] all right sorry i need to put you through to british gas but you've come through to the chargeable job booking line [usr] ok [sys] if you just [usr] ok [sys] bear with me and [usr] sure [sys] i'll [usr] if [sys] pop [usr] you can [sys] you through [usr] ok [sys] good morning you're through to british gas my name is [pii] how can i help [usr] ohh hi [pii] i managed i've got a an appointment booked with a plumbing engineer but i've managed to fix the system overnight myself [sys] ok [usr] i just need to cancel their appointment it's upper 13 five aa uniform [sys] sorry what was that [usr] it's hotel papa 13 [sys] 013450321 [usr] five delta uniform and it's [pii] [sys] right ok right let me just get the the details [usr] sure [sys] up here just [usr] thank you [sys] now for you can i take your name please [usr] [pii] [pii] i also booked a free quote for tomorrow for a british gas engineer to give me a quote about power flush is that something [sys] -huh [usr] you can cancel off as well for the time being [sys] all right that'll be a heating upgrades let me just check and see what's on the system [usr] right [sys] for [usr] ok [sys] you [usr] ok i'll book that in for [sys] and [usr] tomorrow [sys] that [usr] afternoon but as everything's [sys] ohh right [usr] working i'm just gonna cancel it for the time being [sys] i just got a different right it's 56 here in right let me just go into that property and we'll get that checked [usr] it was for i've got the reference number for the power flash if you want [sys] all right let me just see if i can see on my system for you [usr] it's just one of those free quotes that one of the engineers comes out and says if [sys] ok [usr] we can do a power flush this is sandwich would be charged but i don't need that quote because i've just been fiddling about overnight and managed to get everything to work [sys] right have have have they done the quote and give you the quote [usr] no no no no they're supposed to do [sys] no [usr] that [sys] they [usr] tomorrow but i i don't need [sys] but [usr] them [sys] no [usr] to come out [sys] right ok and right let me just go in and and we'll look at the plumbing job as well you're getting that canceled as well right i've got it here ninth of october and it was to do with a water leak right i got that to you you just want to cancel this job let let [usr] cancel [sys] me get that [usr] the plumbing [sys] done [usr] one [sys] for you everything's ok now for [usr] i've [sys] you that's [usr] i had [sys] fine [usr] to bleed everything make sure the airlock was out of the system and it seems to have worked [sys] all right that's fine that that's a plumbing issue that's all been canceled [usr] cancel [sys] down in for you [usr] shall i give you the reference number for the the power flush reference that i ended [sys] right [usr] up getting [sys] what is that because i don't see it on the system it might need to go through to our home improvements department if you've got that there that'll be great [usr] just going into my email i'll let shortly sorry [sys] is is the power flush for the same property [usr] it's a free quote that one of the engineers [sys] right [usr] from british gas come out [sys] -huh [usr] it gives you a reference number when you book the free quote it is [sys] -huh [usr] nine double nine double one [sys] -huh [usr] double zero 569 [sys] -huh [usr] 98 75 [sys] right ok [usr] and that's a customer reference number of some sort did you manage to locate that story [sys] right let me just go on and [usr] sure [sys] see if i can get anything up on the system er with that [usr] sure what that is they would have come out and said look we could do a power flush and this is how much it would cost but i don't need that anymore it's [sys] right [usr] one of those free [sys] they've [usr] quotes [sys] they've right they've told you how much it was it was going to [usr] no [sys] be [usr] no no they haven't been out to give me a quote but that's what [sys] or [usr] the [sys] they've [usr] initial [sys] not been out to give [usr] was [sys] you a call [usr] no no no they haven't [sys] right [usr] but i don't need them to attend either [sys] all right all right let me just see [usr] sure [sys] if i can find [usr] you [sys] that on the system [usr] sure [sys] right number and it's number 56 [usr] i booked it in a day or two ago because i thought i may need a power [sys] right [usr] flush but i don't need that at the time being [sys] i don't see see there's nothing showing it maybe be home improvements department [usr] creep [sys] i need to pass you through to it may be let me just [usr] could you pass the information on to them [pii] by any chance [sys] right let me just [usr] say that we do he doesn't need a quote [sys] i think i have let me just see if they're open just i'm not too sure [usr] ok [sys] if it's eight [usr] ok [sys] o'clock at the they're open just now if you just bear with [usr] sure [sys] me [usr] thank you thank [sys] i'm [usr] you [sys] just going to go through to them just now [usr] sure [sys] if you don't [usr] sure [sys] mind holding just [usr] no [sys] now [usr] no no do sure [sys] that [usr] thank [sys] fine [usr] you [sys] well speak to them [usr] sure [sys] ok [usr] thank you [sys] yes hello there thanks for holding [usr] that's [sys] yes [usr] right [sys] it's eight o'clock they don't open till eight o'clock at that department [usr] [pii] could you have [sys] -huh [usr] a word with them and let them know i don't need the appointment please that'd be great [sys] i see that i can try them in the open at eight ami [usr] please [sys] can let them know that you don't need the appointment if i can get through to them i can let them know but [usr] could you could you keep trying until you get through to them later on today as well if they don't if you can't get through at eight o'clock is [sys] but [usr] that ok [sys] if i can't get through it i could give you the direct number if you want to call and check [usr] i prefer [sys] it's been [usr] if [sys] done [usr] you can do it internally i'll be [sys] right [usr] more rest more assured rest assured really if you can do it [sys] right it's whether i can get through to them or that [usr] right [sys] because we usually when a customer calls we'll just put them into the queue [usr] right [sys] it's it's not all the time we we'll get through the departments [usr] ok ok [sys] i may if you wanted to check i could give you the telephone number as well [usr] if you can try as well i'm just gonna see if i've got a pen and paper anywhere you i'm just gonna get 10 can't find a pen yet i'm sorry i'm just gonna see i can put you on loudspeaker and get a number flashing his daughter [pii] if you can tell me the number please [sys] yes it's [pii] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] that's [pii] [sys] that's correct [usr] i've just got a message from [pii] to say they were on their way or something has that been canceled as well the dino job [sys] that that that's been canceled it's maybe not [usr] right [sys] reached i i cancel at my end [usr] ok ok [sys] it's maybe not reached down the road as [usr] sure [sys] of yet [usr] sure [sys] because [usr] and [sys] the the the franchise that's come out but it's definitely [usr] sure [sys] been canceled [usr] sure [pii] after the appointment for the power flush has been canceled i'm assuming i would get an acknowledgement via email your job has been canceled the quote has been canceled [sys] as i said that that's the home improvements i i don't [usr] could [sys] know if [usr] you [sys] they [usr] try them at eight o'clock please as well yourself cos [sys] i i [usr] i'll [sys] will try and see if i can get through to them [usr] sure [sys] i will try [usr] brilliant [sys] and see if i can get through to [usr] sure [sys] them ok [usr] brilliant i appreciate it thanks again [pii] thank you bye [sys] you're [usr] bye [sys] welcome [usr] thank [sys] thank [usr] you bye bye [sys] you bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three we record calls for quality and training purposes the current wait time is approximately seven minutes thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high fat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too want a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bill think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next exit it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date did we can cover your home electrics kitchen appliances and plumbing and drains too ask us about upgrading your cover today have you checked your carbon monoxide alarm recently you can't smell or taste carbon monoxide it's important to make sure to test them regularly and to get your gas appliances serviced every year if you're not sure how to use all the controls for your central heating system just ask our engineer to talk you through them when we next visit freezing pipes causes of boiler breakdowns in winter the best way to prevent this from happening is to wrap insulated materials electrical heat tape or fiberglass round exposed pipes to protect them if you've got a condensing boiler you can have a condensate fitted this is an input that stops your boiler waste pipe from freezing which is one of the most common problems for our customers just ask our advisor or one of our engineers about getting one

1Cancellation

[usr] yes christmas [sys] hello how can i help [usr] hi i just wanted to is that [pii] i just wanted to check if there was any update on the time of the job today that was meant to be on monday but he didn't have a camera on board i wanted to check if he was coming to [sys] what's your post code sorry [usr] november t zero delta [pii] [sys] most you're booked in for an all day slot the engineer will be out any time between nine and six but they do contact you around half an hour to 20 minutes when they're on their way [usr] is there any way i would be able to speak to him now cos yes on monday i didn't i didn't go to work the whole day and then i was told at [sys] unfortunately [usr] 2 p.m. that there was [sys] not [usr] no camera on board is that is he definitely [sys] but [usr] got a working camera today [sys] yes on the notes [usr] it was on the notes on monday there [sys] that's fine i'm [usr] it is it possible for for you to check if there's a working camera on board today [sys] november 8th zero delta foxtrot [usr] november 2 [sys] november 2 yep bear with me [usr] i the email for me monday promised me a two hour slot 10 till 12 [sys] all right [usr] hi [sys] the engineer is picking one up today ready for when he comes to you [usr] do when he's picking it up [sys] no unfortunately not [usr] well is there any way to find out it's just that i can't really afford to take another day off work [sys] that's fine i understand but you've been given the nine till six slot it's [usr] but [sys] whenever [usr] on monday [sys] your [usr] they told [sys] job [usr] me i'd [sys] comes [usr] a 12 till a 10 till 12 o'clock [sys] no on here you can give it a nine till six slot [usr] i understand that but on monday i was told because you'd mucked me around on monday that today i would have a two hour slot [sys] that's fine [usr] hello [sys] hello [usr] hi yes sir no [sys] on [usr] cos [sys] here [usr] on monday i was told i'd have a two hour slot i cannot afford to take another day off work to be at home nine till six [sys] bear with me [usr] thanks [sys] hi you right [usr] hi [sys] we can't guarantee a specific time that it will come but if you can't make the slot today we can book it in for another day or you can just [usr] no [sys] keep the nine [usr] that [sys] till [usr] it'll [sys] six [usr] be the [sys] slot [usr] same another day i cannot pay any future days off to wait in for when i already did on monday is it possible [sys] i understand [usr] to speak [sys] but [usr] to a manager about it [sys] she's not in the office at the moment unfortunately [usr] would you be able to ask her to call me please [sys] i can when she comes in but i can't guarantee you that she will but do you want me to keep this job open for you or i can cancel it and move it to another day [usr] no i want to open but i'd also [sys] that's fine [usr] a call back from the manager if he [sys] that's fine i'll make a note of it [usr] thank you [sys] no worries thanks bye [usr] right [sys] bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an did that you can now book plumbing services online in a few elis visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to my name is [pii] how can i help you today [usr] hi there i've got an existing booking for a tap replacement on monday night i don't have to cancel i'm afraid i'm not gonna be available [sys] no problem could i have your postcode please [usr] yep that's [pii] [sys] and the first line of your address and your name please [usr] mine is [pii] my name is [pii] [sys] thank you ok that has been canceled for you [usr] great thanks much i'll rebook [sys] thanks [usr] when i'm ready i [sys] no [usr] appreciate [sys] problem [usr] it thank [sys] thank [usr] you [sys] you [usr] cheers [sys] for your call [usr] bye [sys] take care [usr] bye [sys] now bye bye [usr] well that

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you acquire our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your good morning you're through to [pii] here at [pii] how can i help [usr] hello it's [pii] calling from damo farmhouse was it you that i spoke to just a few minutes ago [sys] i don't believe it was but how can i help [usr] ok we've got somebody booked in to come to daymo farmhouse tomorrow between eight [sys] ok [usr] and six but can we please cancel please [sys] we can certainly do that for you let's have [usr] thank [sys] a look [usr] you [sys] just bring the details up in a second for you won't be a moment it's [usr] thank [sys] loading up [usr] you [sys] for me ok and what was the postcode please [usr] [pii] [pii] [sys] ok perfect that was fine and just confirm for me the contact number the job was booked with [usr] [pii] or there's a mobile as well do you want the mobile [sys] let's have a look no that's fine that's the number that that was booked [usr] is that [sys] with [usr] all right [sys] that's not a problem at all [usr] good good [sys] and you said you just want to close that down there is that correct [usr] yes please her son has already organized somebody i do apologize [sys] i know that's not a problem at all thank you much for letting us know and have a wonderful day [usr] all [sys] that's all canceled [usr] right [sys] now for [usr] thank [sys] you [usr] you [sys] take [usr] thank [sys] care now [usr] you you too [sys] bye [usr] bye bye

1Cancellation

[sys] thank you for calling diner rod partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require our plumbing services press two or if you have an existing [usr] to [sys] home [usr] shop [sys] care policy it's three did that you can now book drainage services online [usr] louder [sys] or chat to our advisors online in a few easy clicks visit dino dot com for details [usr] at all [sys] alternatively please hold and your call will be transferred to a customer service advisor please hold good morning through to talk to how can i help you [usr] because very good hi i i booked a a i think a call out online a couple of days ago for someone to check we have a a sewer flood in the back garden and we weren't sure whether it was a drainage problem we booked it online we didn't know whether it was a free someone comes out to assess it or whatever [sys] no [usr] but [sys] problem what's [usr] i [sys] the postcode [usr] phoned [sys] thank [usr] the [sys] you [usr] water company yesterday they're gonna send someone out because they said part of the problem might be to do with them as well they said it might be worth canceling dina rod until they've done what they've done but i it's b 20 i'm not sure whether i just want them to come out anyway to to assess whether anything else he's doing or [sys] well it's if [usr] i i don't [sys] the water [usr] know what [sys] board [usr] the best [sys] are coming [usr] best thing [sys] out [usr] to do [sys] first [usr] is cos i don't [sys] i [usr] know [sys] know [usr] cos it said there's [sys] i think [usr] a fixed fee [sys] it's best [usr] and [sys] to [usr] then [sys] cancel [usr] no call [sys] because [usr] out charge i don't [sys] i [usr] know whether [sys] know there's no [usr] they [sys] call [usr] have to [sys] out [usr] do something [sys] fee itself [usr] when they come [sys] but [usr] out [sys] if [usr] or do [sys] dino [usr] they will they [sys] come [usr] check [sys] out [usr] everything [sys] and [usr] else [sys] they [usr] that [sys] can [usr] needs [sys] do [usr] doing [sys] the job [usr] and [sys] they [usr] then [sys] would charge 100 [usr] it [sys] and [usr] on [sys] £70 [usr] the spot or come [sys] but if the water board the same first that they they because the water board do it for free you see that's [usr] ok as in as a as a fixed a fixed charge cos they know they can deal with [sys] no [usr] that [sys] b [usr] problem [sys] 20 [usr] even if we don't [sys] and when are the water balls coming out then [usr] ok then is it is it alright if i cancel it then for today [sys] right ok [usr] and then i'll phone [sys] what's [usr] back [sys] the first line [usr] one [sys] of the address [usr] j [sys] thanks [usr] s [sys] and your name is [usr] are they well i phoned [sys] [pii] [usr] them last night [sys] [pii] [usr] at 10 [sys] [pii] [usr] and they said within 24 [sys] ok [usr] hours [sys] [pii] it's booked in for today [usr] i'm assuming [sys] i'll [usr] hopefully [sys] i'll cancel [usr] during [sys] that [usr] the day today [sys] if the water board obviously say they they should [usr] [pii] [sys] advise if it's best to get [pii] and rod out afterwards but normally [usr] [pii] [sys] if the water board have phoned you they will come out and it should be it should be should be a free free no charge it's best to go go with that first [usr] ok could i could i ask one thing one of the problems i mean i don't know if you deal with it often but apparently we've had a hydraulic failure and there was just too much water and it's just the sewer just drained it out into the garden [sys] i'm not sure i was [usr] with [sys] just reading [usr] what [sys] it's reading [usr] whatever [sys] me about [usr] you can [sys] the [usr] imagine [sys] sun downpour [usr] is in the sewer [sys] of water [usr] diner would obviously deal with the [sys] right [usr] drains and stuff who [sys] aga [usr] would [sys] again [usr] deal with [sys] the [usr] clean up [sys] water [usr] of [sys] board if they come out they [usr] that [sys] should be able to clean everything up as well just ask ask them if if they cannot do it then then get back to us and [pii] will come out but i've seen i've seen the notes have it down pour water debris coming up heavy rain up there's a good green sound coming from the toilet under the stairs well a again again when the water will come out i just ask him anything [usr] that that [sys] that's er relevant [usr] that part's [sys] and if they [usr] resolved [sys] say [usr] for for whatever [sys] it's [usr] reason [sys] pro [usr] it [sys] probably advisable [usr] was there and then [sys] to get [usr] gone [sys] [pii] [usr] it's [sys] out as well then we [usr] but [sys] will come out [usr] but [sys] but [usr] again [sys] obviously [usr] i don't [sys] diner [usr] know whether [sys] will [usr] it's [sys] charge [usr] a temporary problem [sys] ok [usr] and it's gonna come back again [sys] ok [usr] yep [sys] that's it sir ok mister [pii] thank you cheers thank you bye now [usr] ok fine lovely that's canceled for now and then obviously i'll wait for water board and then after that give you give you guys a call again all right cheers look thank you very much cheers bye thanks

1Cancellation

[sys] thank you for calling dina rod glasgow please listen to all of the following four options before making your selection please press option one for plumbing issues please press option two for drainage issues please press option three for accounts and finally option four for all other inquiries good morning [pii] speaking [usr] hi there i was just phoning up because someone came to quote for a job this morning and they couldn't carry it out and they're gonna come back tomorrow but it's been looked at by by one of our neighbor and [sys] ok [usr] we don't [sys] what's [usr] need [sys] the post code [usr] job [sys] of the [usr] doing [sys] property [usr] anymore [sys] please [usr] it it's not it's a g7 32 [sys] to november [usr] np [sys] [pii] that's fine i'll get that canceled [usr] yes [sys] off for you for tomorrow then ok thank you thanks bye [usr] ok [sys] bye [usr] that's great thanks very much thank you bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing service did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're speaking to [pii] at donor on demand how may i help [usr] can i give you reference number please [sys] a what sorry [usr] a reference number [sys] yes you can just bear with me a second is that the dywo number and that number is [usr] it's 3724 34340 [sys] yes can you confirm your name for me [usr] [pii] is talking [sys] and the first line of the address [usr] [pii] [sys] and what's the query [usr] query is find the guy turning up this is day three now i've got sewage in my garden and i was told on christmas eve the guy was going to be here and he's still not here i was told about six or seven times every time i phoned we're going to get an update and we're still waiting for an update is a guy coming today yes or no if no i'll get somebody else [sys] right ok i'll just try and ring the office bear with me hello mr [pii] thanks for holding [usr] that's [sys] for [usr] ok [sys] me right i can't get through to the local office they're not answering i'm not sure whether they're not in today i mean it's showing here that it's assigned but to me it doesn't look as if it's going to go ahead today [usr] that's absolutely shocking the way we've been treated absolutely shocking but you try and get a hold of the office and i'll try and get a hold of somebody else

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free navigation quote dino offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on us to get the job done you're through to talk to [pii] how can i help you [usr] yes hello good morning my name is [pii] now i spoke to somebody yesterday about a drainage problem and i was somebody was gonna come out on friday to have a look at it but i've found i'm not gonna be here on friday now can i postpone that [sys] no problem what's your postcode sir thanks [usr] [pii] [pii] [sys] i can't this line of visa thanks the first line of the address thank you [usr] [pii] [sys] right you keep breaking up sir [usr] all right sorry [pii] [sys] i've got you now sorry mister [pii] ok you just [usr] can [sys] want [usr] you just [sys] to cancel this job now mister [pii] or reign it [usr] i just cancel [sys] ok [usr] it for now [sys] no [usr] thanks [sys] problem thanks for letting us know i hope you get it sorted thank you cheers thank you [usr] right [sys] cheers [usr] thank thank [sys] thank [usr] you [sys] you [usr] bye bye bye really ok that what you're saying well that's soon i think i but they were coming on the reason to come on friday and i suddenly realized that

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three we record calls for quality and training purposes the current wait time is approximately five minutes thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same [usr] ok [sys] appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bills think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date did we can cover your home electrics kitchen appliances and plumbing and drains too ask us about upgrading your cover today have you checked your carbon monoxide alarm recently you can't smell or taste carbon monoxide it's important to make sure to test them regularly and to get your gas appliances serviced every year thank you for calling british gas you're through to sip from the home care services i'll be your server today [usr] hiya i i wasn't sure if this is the right i don't think this is the necessarily the right place for me to go to but i booked an appointment with dino [pii] for tomorrow just to for someone to come out and have a look at a blocked drain in my house but [sys] ok [usr] i don't we don't need the the appointment anymore because we've managed to fix the sink ourselves [sys] ok [usr] there was no way for me to cancel it through the email i received [sys] can i please have your home care number [usr] we don't have a policy which i just booked an appointment on the website [sys] can't you cancel it online [usr] no there's no there's no link [sys] don't you have a number that starts with [pii] on the email because i need to open a profile [usr] let's [sys] in [usr] have [sys] order [usr] a [sys] for [usr] look [sys] me to cancel [usr] no i've just got a booking reference [sys] what's [usr] it [sys] the reference number [usr] is dy [sys] yes [usr] dash w zero double o sorry wo dash 358 123 hi hi hi sorry i'm just on the phone [sys] ok let me can you kindly hold on the line for me let me just speak to the support team because you don't have a profile with us i'm unable to cancel the appointment please hold on the line [usr] because i just i just just need to cancel it that someone doesn't [sys] yes [usr] come out for no reason [sys] and [usr] tomorrow [sys] it's a one of repair right yes please hold on the line [usr] thanks hold on my it doesn't work no that's correct it's really it might be warmer outside the hospital but it smells true i mean what would they be they can do [sys] hello hello yes thank you much for holding [usr] hello [sys] the line for me i'm unable to cancel the appointment however i can give you a number the local offices number for you to call them and cancel the the appointment [usr] sure [sys] for you ok the number is [pii] [usr] ok just [sys] ok [usr] a second sorry let me grab something to support it [sys] it's [pii] [usr] ok go ahead [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [pii] [sys] that is the local office ok [usr] ok perfect [sys] not [usr] i'll give him [sys] a problem [usr] then [sys] thank you bye bye [usr] sure thank you much thanks bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes well could i know my name is [pii] how can i help [usr] hello there i booked an appointment last night and when i rang up iii i think i did it on the wrong post code i just wanted to confirm if it had been canceled or it had been changed [sys] right [usr] if that's [sys] ok [usr] ok [sys] give me a moment let me get into some details here let's have a look what's the right postcode what's the correct post [usr] hu five [sys] yep [usr] [pii] [sys] one moment here right ok it's not showing in that one but it may just have amended the other one in which case it may not show and what was the other postcode [usr] yo [pii] [sys] yep [usr] [pii] [sys] one moment let me have a look into that one as well it will be the same area let me go and if i just take your name and the first line of the address that you put in the booking that makes sense [usr] er [pii] and the address where the problem is should have been [pii] if not it's [pii] [sys] that's fine not a problem right one second then let me have a look into right ok they canceled down that job that was incorrect for you right one second right again it was the toilet taking a while to go down right not a problem right are you ok just hold for me for a minute because i'm pretty sure it's gonna be in the same office for both [usr] sounds [sys] one minute just gonna have a quick look into the other one [usr] thank you [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert dino engineer will visit your home or premises and provide a quote free of charge and without obligation for your peace of mind we provide a 24 hour emergency response seven days a week 365 days a year all work is guaranteed you'll pay no call out charge and work is carried out by local engineers when drains stop working you'll need the problem solved quickly efficiently and at a fair price trust dino rod the market leader in drain services for homes and business across the [pii] offering fast reliable service no call out charges and fixed prices visit dino dot com for further details or to book an appointment online hello sorry about that thanks much for holding i'm just having a look into it give me a moment [usr] hello [sys] because it is two separate two different teams that the two postcodes fall into let me pop you over to the team for the hu five because it looks it might well have already been passed over but they use a slightly different system for it give me a second i'll bob you through and we'll see about see and make sure it's all booked in for you go on [usr] ok thank you just just to just [sys] it's [usr] to confirm [sys] canceled [usr] the [sys] completely [usr] y 26 job is it [sys] now [usr] is [sys] that's [usr] canceled [sys] all canceled [usr] if that's [sys] down [usr] all right [sys] for it as i say the other [usr] thank [sys] team uses [usr] you [sys] a slightly different system to store some of the stuff on one moment let me get you across i'll double check but the io 26 is fully canceled [usr] thank [sys] down [usr] you [sys] one sec dino is the uk s expert repair service offering fast professional well yes ok [usr] hello there i've talked to er from road i've got a toilet i've taken [sys] do [usr] the water [sys] you [usr] to drain [sys] have [usr] away and hope [sys] a home care policy ok i would advise you to [usr] no [sys] get somebody in your local area just because we are based in [pii] and we would charge for the travel from [pii] all right no problem [usr] right ok [sys] thank you bye [usr] that's fine all right thank you bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote good afternoon thank you for calling dino [pii] speaking how can i help [usr] hi good afternoon my name is [pii] i'm calling from first sport i arranged a a job yesterday and your engineer attended last night i was i requested a report from that visit which i have not received and i just wanted to check if you've got my email address linked to this do job and maybe you can forward it to me [sys] i wouldn't be able to forward it i can call up the local office though what's the postcode of the job [usr] perfect thank you it's [pii] i believe that we arranged that yesterday together for very [sys] right [usr] soon court [sys] ok what's the [usr] it's [pii] it's [pii] [sys] did i do this i can't [usr] yes [sys] remember [usr] yes you have i think [sys] yes i do remember now god right i'll have to let me see i don't think we have i got the email i don't know i'll take the email now anyway what's the email address [usr] it's gonna be for myself which is [pii] [sys] right i'll have to give that local office a call then bear with me [usr] thank you it's i'm not sure if you can still hear me because [sys] you [usr] we the client well the resident that caused that leak needs to call needs to claim the insurance from whatever and we just need that report on the back of it just to confirm what happened yesterday [sys] right [usr] it's very important [sys] ok [usr] and without that document we can't move [sys] right [usr] forward really [sys] right ok well i'll have to call that local office and bear with me [usr] ok thank you [sys] hello [usr] hi [sys] hi they're gonna send that over to you asap [usr] amazing thank you much for your help [sys] that's ok you're welcome [usr] brilliant [sys] take care [usr] all the best thank you bye bye [sys] you too [usr] buy [sys] bye [usr] things about

1Cancellation

[sys] thank you for calling dino rod partners british gas please listen to the did that you can now book plumbing services online in a few ease clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon thank you for calling speaking how can i help [usr] yes hello yes yes [sys] hello [usr] the i have a yes appointment the engineer appointment tomorrow [sys] ok [usr] yes plum from 1 to 6 but i i just wanted to replace the the car but ken car it hasn't arrived yet could you just cancel tomorrow then it change another day [sys] i can have a look here what's the [usr] yes [sys] what's the postcode of the job [usr] sure yes [pii] [sys] let me [usr] yankee [sys] have a look and what name is the job booked under thank [usr] yes [sys] you [usr] you [sys] and [usr] called you ggil [sys] and if i could also take the first line of the address please [usr] [pii] [sys] thank you and if you don't mind as well you if i could take your contact telephone number please [usr] yes [pii] [sys] thank you very much right let me have a look for you then let's see [usr] yes please [sys] i'll just load up the appointment slot now let's have a look what we've got it's booked in for tomorrow afternoon now do when the tap may arrive [usr] yes probably the but i'm [sys] right [usr] not sure they arrive in the morning no it's really risky i just sorry i i just i couldn't arrange the time [sys] i've got [usr] yes [sys] what what what day are you thinking of do you have a day in mind [usr] no but i don't know what time the the the delivery coming that's all maybe yes i don't know maybe somebody call me and then can i just explain if i have it fine but if i hasn't i don't have it i i can't really ask [sys] what [usr] them [sys] day [usr] to [sys] did [usr] replace [sys] you

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello speaking how can i help [usr] hi i wonder if you can i booked an appointment yesterday for a plumber to come and see my toilet today and when i got up this morning the problem's rated itself i'm just trying to cancel the guy before he comes out [sys] ok what's the post code [usr] [pii] lucy [pii] for bobby [sys] what's the address and your name [usr] it's a mrs [pii] it's [pii] i've [sys] ok [usr] got the booking reference if you need that [sys] please [usr] it's dy hyphen wo hyphen 3480808 [sys] ok it's all been canceled for you [usr] i'm sorry about that thanks very much [sys] no problem [usr] thank [sys] take care [usr] you [sys] bye [usr] bye [sys] bye [usr] bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] i'm not at it [sys] we record calls for quality and training purposes [usr] ok [sys] dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help [usr] how you gonna get the debris out is it flowing [sys] our local teams of expert engineers are available across the [pii] 24 7 365 days [usr] imagine [sys] a year [usr] doing that as a job [sys] hello you're through to [pii] how can i help [usr] hi i just asked for a call out but we've managed to fix the problem ourselves i'd to cancel the call out please [sys] okey doke can i get the post code please [usr] [pii] [sys] i can see that i'll i'll give the local office a call and update them that you want to cancel down [usr] lovely thank you ever much [sys] all right no [usr] thanks [sys] problem [usr] bye [sys] bye bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem [usr] thank [sys] press [usr] you [sys] one if you require our plumbing services press two or if you have an existing home care policy it's three [usr] nice [sys] did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi how can i help you today [usr] hold on one second i've got an existing booking i don't think i need it anymore the booking reference is dy wo 348 8670 [sys] and that's [pii] is that right no worries and that's all canceled for you now [usr] right thank you [sys] always have a nice day [usr] bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team we record calls for quality and training purposes the current wait time is approximately three minutes thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too got a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bills think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date did we can cover your home electrics kitchen appliances and plumbing and drains too ask us about upgrading your cover today have you checked your carbon monoxide alarm recently you can't smell or taste carbon monoxide it's important to make sure to test them regularly and to get your gas appliances serviced every year if you're not sure how to use all the controls for your central heating system just ask our engineer to talk you through them when we next visit freezing pipes are one of the most common causes of boiler breakdowns in winter the best way to prevent this from happening is to wrap insulated materials electrical heat tape or fiberglass round exposed pipes to protect them if you've got a condensing boiler you can have a condensate fitted this is an insulated pipe that stops your boiler waste pipe from freezing which is one of the most common problems for our customers just ask our advisor or one of our engineers about getting one thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes good morning you're through to [pii] can i take your name [usr] hello good morning hello [sys] good morning he [usr] my name is mrs [pii] i'm calling from [pii] [sys] how can i help you [usr] i wanted to cancel an appointment i had fixed today it was between eight and 12 but i've unfortunately there's been an incident and i won't be at home i need to cancel that appointment please [sys] of course you say what's your postcode [usr] [pii] [sys] [pii] [pii] [pii] [usr] yes [sys] and then [pii] [usr] no [pii] [sys] [pii] [usr] [pii] [pii] [sys] [pii] ok i'm just gonna have a look for your account [usr] thank you [sys] and is it a flat [usr] no it's a have [sys] i'm just gonna repeat the postcode again it's [pii] [usr] yes [sys] [pii] [pii] [usr] yes [sys] and then it's [pii] and then it's [pii] and then it's [pii] [usr] yes thank you [sys] and it's house number [pii] [usr] [pii] [sys] [pii] [usr] yes [sys] ok it's just searching for your account now [usr] thank you [sys] and how are you spelling your surname [usr] [pii] [sys] and how are you spelling your first name [usr] [pii] [sys] ok i'm just checking for the account [usr] thank you [sys] i'll try not to keep you too long [usr] thank you [sys] you don't have an account number starting with the number 91 [usr] i think it must be i'm not too sure [sys] what's the full address of number 42 [usr] sorry [sys] can you confirm the full address of number 42 [usr] it's [pii] [sys] excellent thank you very much for that the account is just loading for me now and are you wanting to reschedule the appointment [usr] i'm not sure at the moment because i don't know when i'm going to be at home i'll leave [sys] ok [usr] it also i have a complaint which was lodged on the in october and somebody was going to ring me up regarding that complaint with diana road nobody has well somebody said yesterday they called but they didn't get me they were going to call back in 15 minutes nobody has called and i would [sys] ok [usr] that complaint to be looked into please it's it's very important [sys] ok i'll certainly have a look at that for you before you go [usr] thank you [sys] i'm just gonna deal with the job first of all and then what we'll do is we'll have a little look at the complaint ok [usr] thank you [sys] thanks for your patience and what were they coming out today for [usr] because yesterday we were not getting hot water but now everything seems to be ok i don't want to drag anybody in just for the sake of it [sys] you were getting no hot water yesterday and it's for this property for [pii] [usr] yes of course yes [sys] and when did you book the repair out [usr] sorry [sys] when did you book the repair out [usr] when i when did i what book what [sys] when did you organize for the repair to be done did you phone yesterday [usr] yes [sys] ok i'll try not to keep you too long thank you much for your patience i'm just gonna have a look for the repair and we can get it canceled down for you and whenever you have the time give us a call back and we'll certainly get it booked back out for you [usr] thank you [sys] it was a repair for today that's fine i'll just go in and get this canceled down now that's fine that's me cancel the job for you ok [usr] thank you [sys] i'm just gonna go and have a little look at the complaint i won't keep you too long and was it a complaint for the same property [usr] yes [sys] and was it the one regarding the boiler the fact that the boil we installed a boiler and it's already giving you problems [usr] no this was regarding the di the road visit the guy came he was [sys] ok [usr] he was not the right guy he was very rude and i don't know but he looked as if he was drunk i don't know i cannot vouch on that but he was very un he made [sys] ok is this the one that he he did not attempt to repair was only there a few minutes [usr] yes yes [sys] the complaint was logged and then it was closed with the resolution that they rebooked you another appointment [usr] yes [sys] it was raised and then closed [usr] no no [sys] with the resolution [usr] i [sys] that they booked [usr] never [sys] you another appointment [usr] i did not ask for it to be closed because this was a major complaint on my side the guy who came was drunk he was he came in he walked in walked out of the house he did nothing [sys] ok [usr] and i really think that i should get a compensation for that it's not fair on a customer for to receive somebody that it's not the attitude was just it's just and for that when the guy came i was having the boiler fitted a guy from the your team to fit the boiler was here present with me and he saw what the attitude of the person was he walked into the house in two minutes he walked out of the house he was not right it was a saturday he's he was didn't look right i cannot say whether he was drunk or not but it's i cannot make a statement that but i definitely need a compensation for that [sys] and what what was he there for what what was this engineer there for [usr] he had to look [sys] what [usr] at something into the toilet and he refused to do it also [sys] and did he tell you the reason why you refused [usr] no he just he he he always say to me that this is not my job but i can't can't understand whose job it is i booked it down the road i haven't got a clue and [pii] i'm paying for my british guests insurance i customer i don't know whose job it is i report it to you you send out the engineers and this is not what you get and then you say the complaint is closed i never closed the complaint anyway [sys] there was a complaint raised on the 20th of october and it was closed off and they were going to feed it back to the business for you just that we can take our complaints on board that's what they've done feed it back to the business and they booked another appointment for you and obviously we apologized [usr] is it open again [sys] it's not it's been closed [usr] i need to open it i'm sorry i need that with [sys] right i'm not too sure if i can open that what i'm gonna do is i'm gonna wait until my manager arrives because he's he's not on duty at the moment i'll have a word with him and i'll give you a little call back [usr] yes i hope because it's very very disturbing it that complaint i definitely need a compensation for that 100% [sys] and and what what comp what compensation are you looking for [usr] well this will not be a small one because the attitude and and i have somebody else here from british gas to prove that the i would definitely want a not a just a 20 £20 conference and that will not be a help i will not accept that i need a bigger compensation [sys] what what are you looking for [usr] well [sys] i mean i'm not [usr] i i [sys] sure [usr] don't [sys] if we can do [usr] know [sys] this because [usr] i [sys] the [usr] don't [sys] complaint's [usr] know [sys] been open and closed [usr] i don't know where but it's definitely over at least £50 over £50 over i would look at at least definitely 70 £80 because it was very very nasty the attitude was horrible [sys] and did you eventually get this sorted [usr] yes i did because i had to book after many calls and it's difficult to get through difficult to get through yesterday i was i was calling in the night i was told it's it was a great time of three minutes and for two hours i was holding i got tired then i went off to sleep that's why i got up early to cancel today because i didn't want [sys] yes [usr] anybody to come in i mean i understand i understand the weather is poor you are having call out i understand i'm not complaining on that but this complaint i need to be the october 1 needs to be reopened and i need to be sorted out i definitely need [sys] and was it a british gas engineer that was installing the boiler for you [usr] at that time he was here he saw what happened i have a fitness [sys] that's fine i'll have a word with my manager and i'll give you a call back [usr] thank you [sys] i'm [usr] very much [sys] just gonna see if i've got i'm just gonna have a look to see if i've got the number you're calling from is it your mobile number [usr] yes [sys] it's [pii] [usr] yes thank you [sys] that's fine what i'll do is i'll have a word with him and i'll give you a call later on today [usr] yes thank you [sys] ok [usr] thank you very much bye [sys] and i'll [usr] bye [sys] give you a little update once i've spoken to him [usr] thank you and a good [sys] but i've canceled that job i've canceled that job for you [usr] thank you very much [sys] no problem at all take care now [usr] thank you bye goodbye [sys] bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're through to how can i help [usr] i i just need to cancel a booking that was on the fourth of october because the united utilities are gonna come out and apparently when i spoke to them they text me saying they were going to be doing some drain cleaning in the next couple of weeks and i thought well maybe that will solve the problem that i was having dina rod out for when i called them today they said that the drain is fall under their remit they're gonna come out and have a look at it first i just need to cancel the booking that i made [sys] that's fine have you got the reference number [usr] i don't know if i can give you my name and address and everything [sys] can i just get your postcode [usr] [pii] [sys] and the first line of address [usr] the line of address is [pii] [sys] and can i get your name [usr] [pii] [sys] perfect i'll get that canceled for you [usr] thank you that's great that was for the fourth of october that's [sys] that's the one [usr] lovely thanks very much cheers for that [sys] no worries [usr] bye [sys] take care

1Cancellation

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care did that you can now book plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're through to [pii] speaking how can i help [usr] hello we had somebody out on christmas eve we had a leak on the toilet and they came out and told us said but it's still legal [sys] ok was your dining rod came through [usr] it was [pii] do you want the [sys] ok [usr] reference number [sys] what's the postcode and the address [usr] it is [pii] [pii] [sys] what's the address [usr] it's [pii] [pii] [sys] ok and what's your name [usr] it's [pii] [sys] ok you need to contact your insurance they need to raise a job for us we can attend [usr] right it's gotta be booked through them again [sys] through them [usr] right ok then [sys] no [usr] ohh [sys] problem [usr] right [sys] thanks a lot bye bye [usr] right thank you bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to [pii] how can i help [usr] hello my name's [pii] [pii] i've got an appointment booked for tuesday this week can i cancel it please because my drains have cleared [sys] not a problem do you have a reference [usr] thank [sys] number [usr] you [sys] or postcode [usr] er postcode [pii] [sys] [pii] [usr] [pii] november [sys] and the first line of address [usr] [pii] [sys] perfect i'll let thank you for letting us know [usr] thank you [sys] all right you take care bye [usr] all right that's lovely thank you bye now

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] at how can i help [usr] hi i've got a person booked to come out and see me tomorrow and i just need to cancel that because we've got it sorted through home insurance today [sys] no problem let me take some details we'll get an appointment booked in second what's the postcode of your property [usr] sorry [sys] what's your post code [usr] it's [pii] [pii] [pii] [sys] and the house number [usr] four [sys] and your full name [usr] is [pii] [sys] thank you and what's the street street name [usr] [pii] [sys] thank you that's not a problem i cancel that appointment down for you now [usr] that's that'll be canceled tomorrow [sys] i've just canceled it [usr] brilliant perfect that's that's everything [sys] all right thank you for calling [usr] ok no worries take care [sys] take care bye bye

1Cancellation

[sys] thank [usr] wait [sys] you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes evening design man speaking how can i help [usr] hello [sys] you [usr] i've got a blocked drain in my front drive and i need someone to come out and help unblock it [sys] and is this a domestic property [usr] it is a domestic property [sys] and do you have cover with british gas [usr] i don't know [sys] can i get your postcode [usr] do a cover with british gas i don't think it's lima [pii] 1 sugar whiskey [sys] and the first line of address [usr] [pii] [sys] [pii] [usr] [pii] [sys] and can i get your name [usr] [pii] [sys] perfect and the best contact number [usr] [pii] [sys] [pii] [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] perfect and what seems to the problem sir [usr] a block front drain we we've only just moved in we did have it commercially cleaned and we we we don't think it's us to be fair but we're we're just wrecking back and thinking what they might have said and i think it's it's it's blocked with blue roll because [sys] ok [usr] one of the cleaners mentioned blue roll [sys] and is the drain and did you see the drain was overflowing [usr] no it's just blocked the neighbor's caught it to be fair and he's looked at his drain and seen that his is blocked there's a backlog [sys] ok [usr] from ours and he's we've pulled the cover up and mars is blocked [sys] ok and can you use the toilet or your shower [usr] i haven't tried have you flushed the toilet toilet this afternoon do you want do you want me to try would you me to try [sys] sorry yes it's i don't know who you're talking to [usr] no no it's fine sorry i i just got back from work myself and all this is going on [sys] ok [usr] right i'll flush the downstairs loo i can flush the toilet [sys] you can flush the toilet perfect and is anyone at the property have any vulnerabilities or medical condition nope ok let me just check the availability for you [usr] thank you [sys] right the next available appointment i have for you is tomorrow [usr] ok [sys] and there's three slots available there's an am slot between eight and one there's a pm slot between one and six or there's an all day slot between eight and six [usr] d am slot please [sys] ok i've booked ok i can book it in for you now what will happen is that the engineer will give you a call when he's on his way [usr] ok [sys] for payment it's payment upon completion even cash your card [usr] ok [sys] with a starting price of £180 [usr] 1 80 ok [sys] alright would you want me to book it in for you [usr] yes please [sys] ok [usr] is there a cancellation [sys] it's all booked in for now [usr] if i get it if i sort it in the morning is there a cancellation [sys] no [usr] fee [sys] there's no [usr] no [sys] cancellation fee [usr] ok please book it then thank you [sys] [pii] can do for you [usr] no that's perfect thanks [sys] no and just have the evening bye [usr] too bye

1Cancellation

[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or you have an did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] at dino how can i help [usr] hi i was due to have somebody come to my house today for my drain but i'd to cancel it just because i was meant to get a quote i meant to get phone calls i on your website it says an instant no obligations quote i haven't received that then i had to call them yesterday and they said someone would call me last night to confirm my appointment they haven't and it's just gonna be too expensive and i'm just not really down with the customer service i've received either [sys] ok i do apologize what's the [usr] is that [sys] postcode [usr] your phone [sys] at the back please [usr] n for november four one jn [sys] and the first line of the address [usr] [pii] [sys] thank you and your full name [usr] [pii] [sys] thank you ok that no problem i can cancel it down if that's what you that's fine i can cancel it down in regards to the problem at the property if it's a domestic property and an unblocked property you would have been looking at about 100 and £80 monday to friday for an unblock [usr] pardon sorry it cut out what did you say sorry [sys] it would have been 100 and £80 which includes the va t monday [usr] i know but that's [sys] to [usr] just [sys] friday [usr] for the first hour isn't it it's just [sys] no no that was for the unblock at the property [usr] the total price is 100 and £80 [sys] it would have been 100 and £80 [usr] ok well they when i called them yesterday they said it was gonna be 100 and £8 for the first hour and then £100 for every hour after that [sys] no we don't we don't charge per hour [usr] why would they tell me that [sys] who told you that night was that an operator on the phone [usr] that was they gave me the local number they said this is the number of your local office call them and that's what they told me [sys] let me have a look do what time you made the phone call [usr] that was yesterday afternoon at some some time [sys] right ok i'll get that looked into i i am sorry for the miscommunication that you've received do you still want the appointment or do you still want to cancel it down [usr] is it is it not it's definitely only gonna be 100 and £80 that's it [sys] for an unblocked property it's 100 and £80 we don't we don't charge by the hour but i can see that they've given you the local office's number i'm just wondering why they've advised you that it was per hour [usr] if it's only 100 [sys] but [usr] and £80 [sys] i can't [usr] then i'm happy to then [sys] a [usr] then i'd [sys] promise [usr] if it's if you can guarantee that it's only gonna be 100 and £80 then and is that inclusive of that [sys] i can't guarantee that because i'm not a drains engineer obviously if he comes to the property and there's more of a serious issue then it's quotation or work they have to quote on site but for an unblock property monday to friday we charge 100 and 80 [usr] ok if he comes along and he's this is it's gonna be more complicated than this but i can say that ok i i hear you give me a quote before [sys] you [usr] i go ahead right [sys] yes they can give you a quotation before going ahead as soon as they come to the property we don't charge to come to the property it's as soon as the engineer starts an investigation that there will be a charge they can charge you for just the investigation at the property depending on what level of investigation is carried out but for the overall work for an unblocked property and the investigation it's 100 and eight days [usr] ok fine ok well let's just we'll go ahead with that then and then i guess i'll quote [sys] ok [usr] if it's gonna be more than that ok thank you just it just sounded it was gonna be a lot of money [sys] no worries i'm sorry that you've had a bad experience far [usr] that's all [sys] but [usr] right thank [sys] i'll get [usr] you [sys] it looked into in regards to who told you that it would be 100 and 80 after the first hour [usr] thank you appreciate that [sys] ok anything else that i can help you with [usr] no that's great do you have any idea do they call before they come i just i've got a small baby and i was just wondering [sys] they give you about a 15 minute call before attending the appointment is booked in between eight and one and obviously they'll be there as soon as they possibly can [usr] they give you give me a call what 15 minutes before you said [sys] they give you a call 15 minutes before attendance [usr] ok perfect [sys] all [usr] that's great [sys] right [usr] all right [sys] do you still want to keep the appointment open [usr] that'd be great thank you [sys] right ok no problem that is all booked in obviously if there's any further issues please let us know [usr] ok lovely thank you much [sys] all right take care [usr] you too thanks bye bye

1Cancellation

[sys] thank you for calling dina rod glasgow please listen to all of the following four options before making your selection please press option one for plumbing issues please press option two for drainage issues please press option three for accounts and finally option four for all other inquiries good afternoon bz speaking [usr] hello there i phoned in earlier today and booked a a slot you couldn't give me it for today and you change it till tomorrow but you couldn't give me a time i'm just gonna cancel that de [sys] ok can i have your postcode please [usr] it's just hold on a wee second it's [pii] [pii] [sys] ok i have that here mr [pii] that's i'll get that canceled off for you thanks for [usr] ok [sys] letting me know [usr] thank you no problem [sys] thank you [usr] bye [sys] thanks [usr] bye [sys] bye bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help good afternoon welcome to you're speaking to [pii] how can i help you [usr] hi yes we had a put a call out we've managed to sort it i was wanting to cancel the guy [sys] absolutely sorry can i take a note of the postcode please [usr] it's [pii] hang on one second i'll get the other other end [sys] don't [usr] is [sys] worry all [usr] one [sys] right thank [usr] second [sys] you [usr] [pii] [sys] thank you [usr] it's [pii] and it's er [pii] [sys] thank you might be a second there we go thank you very much indeed sorry all been resolved now everything's ok [usr] problem resolved [sys] brilliant good [usr] right [sys] nice to hear i'll i'll get that canceled straight away thank you much [usr] thank you all right bye bye [sys] thanks for letting us know take care bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry did that you can now book plumbing services [usr] no [sys] online [usr] i don't [sys] in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes well i know my name's [pii] how can i help [usr] hello my name is missus [pii] i rang earlier about the slip end village hall about a smell in there and apparently now the caretaker has come in and has asked me to cancel the a booking [sys] thank you [usr] please because [sys] ok [usr] he says it it's not bad now and it [sys] right [usr] it should be [sys] ok [usr] alright for the wedding tomorrow [sys] right ok no problem what's the post code for it [usr] [pii] [sys] you [usr] you've [sys] know [usr] asked me my post code is [pii] theirs is not far the village hall is only just over the road from my house [sys] right ok give me one moment then let me get you across to the local team i'll get them to get it canceled down for you one moment [usr] alright [sys] i and [pii] [usr] hello [sys] hello [usr] hello somebody was gonna come to slip end village [sys] thanks [usr] up till about six o'clock but apparently [sys] can i say [usr] the caretaker now has come home from work [sys] bye [usr] and he says the smell's [sys] ok [usr] not it should be ok for the wedding for tomorrow [sys] can [usr] we [sys] i [usr] don't [sys] take the postcode [usr] need anybody [sys] please can i take the postcode please [usr] well my post code is [pii] [sys] where [usr] buw [sys] we no where we were going [usr] it's a slip in village hall but it's i don't know it's [pii] i don't know what the last bit is [sys] i need the postcode to pull up the job bear with me [usr] it but or [sys] i've [usr] something [sys] got it i've got it [usr] you got it [sys] and you'd me to cancel the appointment [usr] cancel the yes please if you don't [sys] ok [usr] mind [sys] not a problem at all i'll get that canceled down for you [usr] ok thank you very [sys] thanks [usr] much [sys] take care bye bye [usr] bye

1Cancellation

[usr] i think they've given me a number [sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening [pii] speaking how can i help [usr] hiya and talked to a lady earlier and i booked a an appointment for tomorrow cos i'm having trouble with my drains but i've tried to go on to the number that came up with the text that i received and i'm just on hold all the time or getting cut off all the time and i need to cancel that call out please i don't know if you can help me with that [sys] no problem can i just start taking your postcode [usr] [pii] [sys] [pii] [usr] [pii] [sys] and i for thank you can you please confirm the first line of the address for me [usr] [pii] [sys] thank you much can you please confirm your full name [usr] [pii] [sys] thank you much i can see the job has been booked for tomorrow blockage affecting in an outside or flowing outside with the toilet waste you want to cancel that appointment [usr] i want to [sys] ok i will cancel that for you thank you much [usr] lovely [sys] take care [usr] thank you very much bye [sys] ok

1Cancellation

[sys] thank you for calling diner road our office is currently closed for general inquiries or to book a non-emergency service please press one to leave a voice mail a team member will return your call during office hours for emergency situations only please press two to book an out-of-hours engineer please note that this option is strictly for emergency situations hello [usr] hello how are you [sys] how you doing [usr] a weird question for you here [sys] yep [usr] i phoned my house insurance earlier at about half 55 o'clock i and they said somebody from down the road would be out whenever i got the call at about half six i think it was they said they'd [sys] right [usr] be out within [sys] ok [usr] the next six hours i'm just wondering is there anybody penciled in to come out tonight or should i just head on to bed [sys] i well i've been getting all the calls tonight i haven't got this down road call i did the the house executive bring down the road [usr] no it wasn't it was i think it was segway or segway or something that there was the name of the insurance place [sys] sorry not the house house insurance sorry yes well they must have run down the road the main office in [pii] and then they just went ahead and told them that they're and haven't notified us [usr] right ok there's nobody coming out there's no point me waiting up to midnight for somebody to land out then [sys] no there's there's nobody canceled in the night there's not [usr] right [sys] do [usr] no worries [sys] you want do you want to book a job on [usr] no do what i don't even care at this present moment in time long story short i got the boiler changed about two or three weeks ago and i went upstairs last or this this afternoon because i was going to change over a wee wash hand basin in the ensuite [sys] yes [usr] and went upstairs to the water tank to turn the water off and noticed the whole md f sheet that the tank is sitting on is soaked [sys] ok [usr] and it has started coming through the ceiling into my ensuite as well i don't know if the plumber that was around here before has fucked something up and being honest i could see [sys] is [usr] him [sys] is [usr] far enough because he [sys] you think [usr] the boiler [sys] it's coming [usr] and [sys] from the boiler [usr] what's sorry [sys] you you think it's the leak someone from the boiler [usr] no no no the boiler is outside whenever he was [sys] shark [usr] replacing whenever he was replacing the boiler he was upstairs in the attic at the water tank i don't know if he's done something but there was fiberglass everywhere and not left the way it was whenever i had been up previously and it's the water is starting to seep through the ceiling in my own suite i was just more concerned because it's coming down through the electric pole cords for your electric showers it's coming down beside that that was the main concern about it being done but if they haven't called you they haven't called you being honest i'm just not going to be up there [sys] no no sorry about that we usually it just rings through straight to my phone out of out of ours but it sometimes it puts you through to the main office british gas in england and then [usr] ok [sys] they transfer it did you say it's coming it's probably just coming from main water pipes then [usr] no i couldn't see i had a look around the pipes and stuff that there it seems to be i don't know if this is the same with every tank but you have the big main tank and then there's a little smaller rectangular one beside it there's black lago and plastic bag is what i want to say bin bag type lago surrounding of those wee tanks and i can't see it it seems to be coming from in and around there somewhere not any of the pipes that i could see [sys] ok it sounds it's it's a plumber job for we it just whenever we get them call outs it's usually just whenever just your pipes coming from your shower your toilet within the bathroom and then going down out of the house and [usr] because i wondered [sys] then [usr] why [sys] i [usr] they were calling you guys i was it was just deal with pipes and blockages and shit that [sys] but that that's it we [usr] but [sys] we do the blockages and all that their work we don't do plumbing work we don't [usr] right ok right i'm gonna give the insurance ones back and give them a fucking eating this i'm i'm going to sound really horribly racist here but this is what happens whenever they have foreign people on [sys] i know [usr] they can't [sys] they don't [usr] understand [sys] they [usr] northern [sys] don't understand [usr] irish accents [sys] you [usr] or have a fucking clue [sys] i know it all mixed up and you can't get you can't get your story through to them right [usr] -huh right no that's [sys] but [usr] ok [sys] if [usr] sorry [sys] if it [usr] for [sys] is [usr] bothering [sys] within [usr] you [sys] the house no no bar but if it is within the house definitely ring back as as in from the pipes the toilet and all but that sounds a bit it's not it sounds a plumber a plumber job [usr] aye that's [sys] but [usr] right i'll give them a wee shout thank you anyway [sys] that's [usr] for taking [sys] gone [usr] the call thank you bye [sys] alright thanks very much bye bye bye bye

1Cancellation

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi [pii] how can i help you today [usr] ii i i've got an appointment booked on thursday but i just wanted to cancel it if that's ok [sys] can i take your postcode please [usr] it's [pii] [sys] and your first and last name please [usr] it's [pii] [sys] on the first line of the address [usr] [pii] [sys] that's all canceled for you now [usr] great thank you [sys] no worries have a nice [usr] cheers [sys] day [usr] you too bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes hello you're through to how can i help [usr] i just booked a appointment but i don't need it anymore can i cancel [sys] what's [usr] it please [sys] the appointment regarding [usr] it was a a block train [sys] sorry say again [usr] it was a blocked train [sys] right ok what's the postcode there [usr] [pii] [sys] and their name and address [usr] it's [pii] [pii] [sys] booked in for the 10th [usr] for wednesday [sys] yep that's fine i've got it do you want me to cancel that out [usr] yes please [sys] all right mister [pii] that's all done [usr] great thank you very much [sys] all right thank you bye [usr] right

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing service did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon thank you for calling [pii] speaking how can i help [usr] hi just calling to cancel a booking a [sys] cancel [usr] request [sys] the booking what's the post code it's booked under [usr] rh 10 [sys] sorry [usr] that's [sys] what was it [usr] [pii] [sys] yes [usr] [pii] [sys] you have a let me have a look and what name is the job booked under [usr] [pii] [sys] and if i could take the first line of the address [usr] [pii] [sys] and just for data protection as well can i take your mobile phone number [usr] [pii] [pii] [sys] brilliant right let me get that canceled for you one second [usr] need to make sure someone's gonna be available [sys] yep there you go that's all canceled for you pleasure [usr] thank [sys] take [usr] you [sys] care [usr] cheers [sys] bye [usr] very much

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred [usr] wait [sys] to a customer service advisor we record calls for quality and training purposes good evening you're through to my name is how can i help [usr] hello [sys] you today [usr] good evening my name is missus [pii] i phoned up yesterday for one of your chaps to come to unblock my drains the the drains have er sorted themselves out now i don't need to call anybody out thank you [sys] what's the postcode please [usr] it's [pii] [sys] and the first line of the address please [usr] it's [pii] [sys] thank you and can you confirm your telephone number for me [usr] yes it's [pii] [sys] thank you i'll get that canceled down for you is that ok [usr] that is fine we've canceled it now my darling thank you [sys] take care bye [usr] thank you have a good evening bye bye [sys] bye

1Cancellation

[sys] welcome to dina rod if your call is regarding a plumbing matter please redial [pii] for drainage queries please press two for account queries told our operators know you're waiting and we will answer your call as soon as possible told our operators know you're waiting and we will answer your call as soon as possible good morning you're through to how can i help [usr] good morning i had a an appointment a couple a weeks ago that we had to cancel to do some er drainage or to look at some drainage on a church property and er i just we we had to cancel because the dates went wrong and i'd to see if we can get somebody else [sys] what's the post code please [usr] that's a great question i forgot the question hold on a second it's [pii] [sys] [pii] [usr] [pii] [sys] for trying with me but ok you've got a blockage is that right [usr] well there's [sys] and the [usr] we have a couple of drains and they seem to be running very very [sys] sure [usr] slowly but they they may need looking at about [sys] ok would you a cctv or would you them to be jetted [usr] probably just jetted [sys] no that's fine have you been advised of the costings [usr] no this is what one of the issues i got a call back from a plumber a couple of days later saying they were at the property and it was gonna cost 200 odd pounds but we hadn't even arranged for anybody to come out [sys] right ok [usr] no i haven't been i haven't been appraised of any costs what are what costs are we talking [sys] ok for it'll be £233 including va t for the first hour and every subsequent half an hour after that will be £94 including va t [usr] that including va t [sys] that's including [usr] it's 929 ok it might be more than the church can afford but well i i've [sys] i would say [usr] gotta go and ask them and [sys] ok [usr] how how soon could we get somebody out if we needed to do that [sys] today or tomorrow sir [usr] ok all right well what i'll do is make a quick call to check out and then if i do i'll get back to you and we'll get somebody out as soon as [sys] no worries that's fine [usr] thank you very much [sys] alright take care [usr] bye [sys] bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two [usr] hello [sys] or if you have an existing home care policy it's three [usr] bye [sys] did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon welcome to dino you're speaking to how can i help you [usr] hi this is calling from wellington i booked an appointment for tomorrow i [sys] right [usr] would to i would to cancel that one i have managed to find the one for today [sys] all right what's the postcode please [usr] [pii] [sys] pardon [usr] [pii] [sys] [pii] [usr] again [pii] [sys] thank you very much a couple of seconds thank you sir [usr] sure [sys] thank you mr thank you much [usr] no it's ok [sys] what's the sorry sorry what sorry sir just confirm the first line of your address for me if you would please [usr] it's [pii] [sys] lovely thank you and you're quite happy to cancel that because you've got something you can attend today [usr] i managed to find one for today i'd to cancel [sys] brilliant sir thank you for letting us know i'll get that canceled down straight away [usr] thanks thanks for your time thank you [sys] thanks much thanks for telling thank you for telling us about it thanks [usr] thank you bye [sys] again [usr] bye now [sys] take care bye bye

1Cancellation

[sys] thank you for calling dino rod your local drains and plumbing experts for drainage inquiries press one plumbing inquiries press two and for finance press three your call is very important to us please wait for the next available agent speaking [usr] hi hun i'm booked in to have someone come out today i'd to cancel it please [sys] right ok well what's your post code [usr] [pii] [sys] yep [usr] [pii] [pii] [sys] [pii] no problem at all is that missus s yes i'll get that canceled for you now [usr] thank you [sys] no trouble all right take [usr] bye [sys] care bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] speaking how can i help [usr] hi there can i give you a booking reference number [sys] sure [usr] it's d for david y for yankee w for whiskey o for oscar three double 46 double 25 [sys] i love it how can i help [usr] just a quick one i wanted to find out please apparently there's it's confirmed between obviously until six pm for someone to turn up do they give us any indication of a time window maybe half an hour or one hour before they arrive just to make sure we're in the house [sys] i think they call you 15 minutes before arriving depending on what area that they're in the only thing i can recommend i can pop you through to the local office and they [usr] don't [sys] should [usr] pick [sys] be [usr] up they don't pick up at all i've been [sys] ok [usr] i've been [sys] let me try [usr] on o over [sys] for you [usr] an hour [sys] let [usr] they [sys] me try [usr] don't [sys] for you [usr] cook [sys] i'll check for you now bear with me [usr] thank you [sys] you're welcome dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain service are available across the [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert dino engineer will visit your home or premises and provide a quote free of charge and without obligation for your peace of mind we provide a 24 hour emergency response seven days a week 365 days a year all work is guaranteed you'll pay no call out charge and work is carried out by local engineers when drains stop working you'll need the problem solved quickly efficiently and at a fair price trust dino rod the market leader in drain services homes and business across the [pii] for fast reliable service no call out charges and fixed prices visit dino dot com for further details or to book an appointment online would to save water but are not sure where to begin dyno plumbing can help we have a range of water saving devices available to find out more visit dino dot com today [usr] i have family [sys] being on the phone [usr] and i said [sys] when [usr] to [sys] driving [usr] him [sys] can put you and other road users at risk please stay safe [usr] i [sys] our agents [usr] ask [sys] will [usr] me [sys] ask you to call back later if you're driving [usr] it's not a life it's not a climate but in the whatever who did that plan it must he knows a bit about plant although it to be honest got you [sys] did you can now request plumbing and drains appointments online in just a few easy clicks visit dino dot com and use our online booking form from burst pipes to blocked drains you can find emergency numbers and advice to help you with your problem visit dino dot com today [usr] is she going in then or somewhere i find anybody in this fucking country and carpenters and all ok [sys] hello i [usr] hi [sys] am trying i am trying to get through to them the only thing i can do if you're not waiting around on call i can try giving you a call back or if you wanna try giving a call back later on i'm also gonna try emailing them across just [usr] thanks because they don't pick up and it's been over an hour waiting there's no point but can i ask a few finer details if you can answer them please [sys] sorry [usr] can i ask if you find your details if you can answer them possibly [sys] which details sorry [usr] for example i know there is no call out fee for them coming over to inspect however is there a minimum charge that they apply on any job [sys] let me have a look at the job [usr] thanks [sys] well we we don't know it because if it's a plumbing job and you've got a leak we can't inform you what the costs are and if it's a leak there could possibly be a charge we can't say there's no call out charge that if it's a blockage or something but if it's a leak they need to look where the leak is etcetera and then see from there [usr] sorry what i'm what i'm asking is for example to inspect and quote us for the job obviously that's what they're coming there's definitely a no call [sys] you've [usr] out fee [sys] not [usr] right [sys] booked [usr] for [sys] in for [usr] them from [sys] a quote [usr] that aspect [sys] you've booked in for them to carry out work in regards to a leak [usr] but there isn't a difference right between the two i didn't find anything alternative to arrange the booking [sys] there is if it's a quote in regards to a plumbing job because the local office would have contact you in regards to it what you've scheduled in for an appointment where the engineer will be attending on site looking up because when the engineer attends on site and they're a plumber they there will be a possible charge but i'm not sure what the minimum charge is the only only the local office can confirm that for you [usr] and i can't get through i don't wanna risk right i mean i'd rather cancel it if that's the case because on the website it says look no call out fee they will assess the job when they come and then they will quote you that's [sys] that depends [usr] what i've been [sys] what [usr] told [sys] you ask for to be fair [usr] you see it's just conflicting information i mean i'm not gonna accept anyone coming in and saying there's a minimum fee you're gonna pay [sys] because [usr] us £100 [sys] i can't promise [usr] just [sys] speaking [usr] before [sys] to them [usr] they even [sys] really [usr] arrive at [sys] ii [usr] the [sys] i could say that to you but i don't wanna say that because in case they attend and there is a charge because i have known in the past when a plumber attends on site in regards to a a leak there is a charge but i'm not sure what the minimum charge is [usr] and if i can know if i kinda know what the charge is i'm not gonna accept on that basis please could you cancel [sys] no [usr] the [sys] worries [usr] appointment [sys] what name was it booked under [usr] it's [pii] because i mean i've tried for over an hour to get in contact with the office the local workers well they don't pick up if i can find the information i mean well this is not a service at all [sys] ok i will pop that down on the notes i do apologize about that i'll cancel that for you now [usr] thank you can i do i receive an an email confirmation of the cancellation [sys] i don't think you might receive a text maybe but i will be answering [usr] because again i don't wanna get into disputes with them coming over and saying hey no it wasn't canceled then [sys] they [usr] you [sys] can't [usr] better pay [sys] do that [usr] and [sys] because [usr] i'm [sys] i've [usr] not [sys] put [usr] gonna [sys] it [usr] accept [sys] on the system [usr] that [sys] already [usr] awesome ok [sys] no [usr] great [sys] no worries [usr] thank [sys] sorry about [usr] you [sys] that [usr] very [sys] take [usr] much [sys] care bye bye [usr] no worries bye bye bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening you're through to [pii] my name's [pii] how can i help you today [usr] hi i phoned about 10 minutes ago and booked an appointment that i don't need anymore is there any chance i can cancel it please [sys] of course certainly could i have your postcode [usr] you can [sys] please [usr] it's [pii] [pii] [sys] thank you and the first line of your address and your name please [usr] [pii] and it's [pii] [sys] thank you ok that's canceled [usr] ok [sys] for [usr] great [sys] you [usr] thanks for your help [sys] thank [usr] thanks [sys] you much for your call have a good evening [usr] bye [sys] bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello good evening welcome to my name is how can i help you [usr] good evening please i just called to book appointment and ii i called to confirm check with my mom she says she will not be at home the whole day tomorrow i want to cancel it for now and call back when we agree on when she be at home please [sys] ok that's fine no no problem sorry [usr] thank [sys] thank you [usr] you ok [sys] yes bye bye bye

1Cancellation

[sys] thank you for calling dino rod partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online or chat to our advisors online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor plumbing and drains my name is can i take your name please [usr] hi my name is [pii] i booked a call for her today yesterday apparently the drains cleared itself i've got a feeling the storm cleared it [sys] ok you're calling to cancel the appointment [usr] yes please [sys] i can help you there should we take the post code please [usr] n r 78 p w [sys] [pii] thank you and the first line of the address [usr] 1465 with guns [sys] ok ok [pii] mr [pii] you just wanna cancel the appointment then for [usr] please [sys] today [usr] yes please sir [sys] that's fine i've got that canceled if you do want to book the appointment again [usr] but [sys] just give us a call [usr] thank [sys] we'll be able [usr] you very [sys] to help [usr] much indeed [sys] you out [usr] thank you [sys] all right thank you mr [pii] [usr] it's fine [sys] thanks bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] hello [sys] my name is [usr] i spoke [sys] how [usr] to [pii] [sys] can i help [usr] earlier and i booked a job for thursday but can i cancel it please i've got [sys] what's [usr] a he [sys] the post [usr] sent [sys] code please [usr] me a reference number will i give you that dy dash [sys] sure no problem [usr] wo dash 3463 915 [pii] [sys] and what's the first line of your address please [usr] yes [sys] and is that for the appointment for the fifth [usr] ok that's lovely thanks a lot for your help today [sys] ok i that's canceled for you now [usr] bye [sys] all right cheers bye bye ok

1Cancellation

[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes good morning british gas me speaking how may i help you [usr] is that [pii] [sys] yes i can help you with that [usr] i have an appointment tomorrow that i need to cancel [sys] ok what's your postcode [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] are you looking to reschedule or just cancel [usr] i just want to cancel it for now and then i can reschedule [sys] ok [usr] if i [sys] and your name please [usr] [pii] [sys] thank you no problem i'll get that canceled now and you let us know when you need [usr] fantastic [sys] us [usr] thank you much [sys] ok you're [usr] ok [sys] welcome [usr] bye bye [sys] thank you for your call then take care bye bye

1Cancellation

[sys] thank you for calling dino rod partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three [usr] [pii] is the one that [pii] gave us [sys] if you need any help with the drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three [usr] that's why i'm phoning the number that i phoned last time [sys] please hold good evening how can i help [usr] i hope you can we've made two phone calls now to [pii] in [pii] and er we've not the first phone call no we've got no record of that the second phone call i made [sys] yep [usr] but i need to cancel the booking [sys] ok yep have you got the reference number or your post code [usr] i've got the post code which is [pii] [sys] yes [usr] [pii] [sys] let me have a look and what's the first line of your address please [usr] [pii] or close [sys] yep and what's your name as well please [usr] the name it's booked under is mr l [pii] [sys] that's fine you just want me to cancel that is that correct [usr] yep can you cancel please [sys] that's fine i can cancel that for you now that's all canceled for you thank you for letting us know [usr] ok thanks a lot [sys] thank [usr] thanks [sys] you [usr] bye [sys] thanks bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] i'm not at it [sys] we record calls for quality and training purposes [usr] ok [sys] dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help [usr] how you gonna get the debris out is it flowing [sys] our local teams of expert engineers are available across the [pii] 24 7 365 days [usr] imagine [sys] a year [usr] doing that as a job [sys] hello you're through to [pii] how can i help [usr] hi i just asked for a call out but we've managed to fix the problem ourselves i'd to cancel the call out please [sys] okey doke can i get the post code please [usr] [pii] [sys] i can see that i'll i'll give the local office a call and update them that you want to cancel down [usr] lovely thank you ever much [sys] all right no [usr] thanks [sys] problem [usr] bye [sys] bye bye bye

1Cancellation

[sys] welcome to dino east midlands please note all calls are recorded for quality and training purposes in order to help us direct your call please listen carefully to the following options if you have a drainage issue including blockages cctv surveys drain repairs or tankers please press one if you have a plumbing issue please press two if you would to discuss an invoice or have a finance hello [pii] [usr] hello good morning we have a job booked in one of the original was supposed to call yesterday i wasn't able to turn up i just wanted to cancel that job if i could please [sys] what's the postcode please [usr] it's [pii] [pii] [sys] okey dokey no problem i will let him know [usr] thank you very much [sys] thanks bye [usr] bye [sys] bye [usr] bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to [pii] at how can i help you [usr] hello i've got an appointment booked tomorrow and i need to cancel it [sys] that's fine what's the post code [usr] the postcode is [pii] [sys] sorry [pii] [usr] [pii] [sys] and what's her name [usr] it's [pii] do you want the job number [sys] i've got it [pii] it's that's fine i will cancel this out for you now all right [usr] all right lovely thank you is there any charge [sys] brilliant [usr] for that or anything [sys] no it's not no it's not thank you much for letting us know [usr] ok thank you very much cheers bye [sys] take [usr] bye [sys] care bye bye [usr] bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] it was [sys] we report calls for quality and training purposes hello there good morning through to [pii] speaking how can i help [usr] hi i've got a booking up time for i need to cancel please [sys] ok what's your postcode there please i'm trying to assist you [usr] [pii] [pii] [sys] can i take your name first and the address [usr] it's [pii] and [pii] [sys] no has she [usr] i can't remember if i was going to [pii] but [sys] no that's absolutely fine i that is no problem that's all canceled now that's fine [usr] ok that's great thanks very much [sys] no worries thank you cheers [usr] thank you bye bye [sys] right right right

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services two or if you have an existing home care policy it's three we record call quality and training purposes the current wait time is approximately three minutes thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us [usr] been my but boots gas account [sys] did you can book an annual [usr] and [sys] service [usr] there's no [sys] visit or repair online [usr] and [sys] it's quicker [usr] you get booked [sys] than calling plus you'll see exactly the same appointments as our team do over the phone [usr] have you buy it [sys] looking for our latest energy hive and new boiler offers search british gas offers online or ask us today [usr] that i was at work yesterday evening and they had no no customers in the pub after quarter to 10 everything [sys] at dish [usr] gone [sys] gas we're hiring [usr] but [sys] a new [usr] they still [sys] apprentice [usr] had to [sys] every day [usr] had put [sys] until [usr] until [sys] 2030 [usr] 11 [sys] powering the skill of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high thermostat could help you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bill welcome to british gap can i help you today [usr] i i'm a customer that had a a plumber come out from dining wood last week and fix all the problems i had but i've had a text message via my mobile via my house phone this morning saying somebody's coming out to to to me tomorrow i've been online to look at my account but i've got nothing showing on there to say that i've got anyone coming but i don't need [sys] all right [usr] anybody [sys] ok [usr] to come out i'm phoning can you have a check on check to see if you've got somebody booked to come and cancel it if [sys] i [usr] i have [sys] understand [usr] cos it's a complete [sys] ok [usr] waste [sys] i'll [usr] of [sys] i'll [usr] time [sys] definitely double check for you now can you confirm your name and address for me please [usr] my name's missus [pii] my address is [pii] [sys] ok and just lastly the postcode as well please [usr] [pii] [sys] ok great thank you everything's already been all resolved is that right [usr] he he came last week he fixed [sys] perfect [usr] everything [sys] that's [usr] was [sys] great [usr] absolutely [sys] to hear [usr] brilliant [sys] just gonna make sure there's no double booking here one moment it looks some there is another appointment here let me just see what this is for it looks it's just a it's a double job it must have been booked by accident didn't let me just make sure that's canceled it's already been done hasn't it ok please ignore that now i've just got that all canceled for you ok you're very welcome thank you take [usr] thank [sys] care [usr] you [sys] bye [usr] much [sys] bye bye [usr] thank you bye bye

1Cancellation

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage [usr] i i've [sys] services [usr] got [sys] online in a few easy clicks visit [usr] i've got [sys] dino [usr] an eight [sys] dot com for [usr] with [sys] details [usr] doctor tomorrow [sys] alternatively please hold and your call will be transferred to a customer service advisor [usr] sorry it's it's hard to hear with the boys on the phone [sys] we [usr] hold [sys] record [usr] on [sys] calls for quality and training purposes [usr] i i've got a point [sys] thank you for calling speaking how can i help [usr] hi there i've just booked in i've got a booking with a dino booking for tuesday and i've got a reference number but i've managed to find someone who can come out tomorrow can i cancel the appointment [sys] ok [usr] please [sys] of course you can [usr] thank [sys] what's [usr] you [sys] the postcode for the job no problem [usr] it's [pii] for charlie m for mother 98 for peter n for november [sys] what name is the job booked under [usr] kale [sys] and if i could just take the first line of the address [usr] at walton house [sys] and just for data protection as well if you don't mind can i just take your mobile phone number [usr] [pii] [sys] wonderful right let me get that canceled for you [usr] lovely thank you [sys] no problem yep there you go that's all canceled for you [usr] that's lovely thanks for your help thanks bye [sys] you're very welcome take care bye [usr] bye

1Cancellation

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you've reached [pii] speaking how can i help [usr] hello i i have a booking with you for thursday which i need to cancel because the issue has been resolved [sys] no worries that's fine what's the post code of the address please [usr] [pii] [pii] [sys] and the first line of the address [usr] [pii] [sys] and your full name please [usr] [pii] [sys] no worries thank you for letting us know i'll cancel that for you now [usr] thank you [sys] take care bye

1Cancellation

[sys] thank you for calling dino plumbing please note all our calls are recorded for monitoring and training purposes press one for an update on parts press two for an update on your appointment press three to discuss an ongoing complaint and this call is being recorded if you do not wish to be recorded please disconnect at this time [usr] you gonna [sys] thank you for calling dino plumbing your call is very important to us all of our agents are currently busy assisting other customers please continue to hold and the next available agent will take your call alternatively you can email your query to office at dino east london dot com good morning plumbing how can i help you hello hello hello

4Not Classified